Head of the Investor Center Innovation Lab

Boston, MA
May 23 2018
The Expertise We're Looking For

Be part of a team that is on the cutting edge of innovation by creating a culture of innovation within the Investor Center Lab that drives organizational transformation across the Personal Investing Organization.     


The Purpose of Your Role

The Head of the Investor Center Innovation Lab will incubate, experiment and lead end-to-end live channel experiments that re-imagine our customer's investor center experience.  The Head of the Investor Center Innovation Lab will lead the dedicated Innovation Lab Team.  The team will test and refine transformation ideas, then design a breakthrough customer experience.  The team works in a live investor center environment with real clients, advisers and associates.  The lab readies proven experiments for deployment to the entire Investor center and Regional Center network.

The Skills You Bring

  • Passionate pursuit of innovation practices, trends, & approaches across consumer industries and the Financial Services segment.
  • Ability to launch a high profile, opportunity rich venture.

  • Proven skills that re-imagine long-standing practices. An ability to vision and define a transformative concept.

  • Experience using stakeholder & empathy interviews, pilot learnings, secondary and primary research and financial modeling.

  • Strong relationship building skills

  • Champion the development of the Investor Centers with key stakeholders like Distribution Leadership (both Field and Home Office), Domain/Tribe/Squad Leadership, and others such as Fidelity Labs.

  • Partner with Tribes/Squads and Distribution Home Office to understand what offerings, capabilities and experience will start in the Centers (aka what is our baseline offering/experiences for the Centers).

The Value You Deliver

  • Innovative customer experiences that drive customer, associate and business outcomes.

  • Partner with Distribution Leadership to create and launch the Investor Center Innovation Lab. (Stand up the lab.)

  • Lead and evolve the Investor Center Innovation Lab team.

How Your Work Impacts the Organization

  • Introduce better, faster, easier ways of serving customers that drive E2E organizational innovation - and lead to improved business outcomes for the organization.

  • Drive customer-driven innovation via the use of data driven insight that accelerates business outcomes and increases profitability for the business unit.

  • Position partnering functional SMEs for success by identifying and prioritizing business problem solutions via use cases that drive business unit outcomes.

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