Consultant, Digital Planning Experience

Boston, MA
November 22 2018

We're looking for a digitally-savvy customer-obsessed team member, who blends analysis skills with a passion for delivering amazing customer experiences. You will leverage your knowledge of top notch digital customer experiences, combined with your affinity for web and mobile technology, as you develop hypotheses, create Scrum stories from epics, and test and deliver creative customer solutions.


The Team

Fidelity Personal Investing has a new way of working, putting autonomous teams (called Squads) at the forefront of delivering incredible customer value, while ensuring all associates plan and pursue growing their skills. Our Client Solutions Business Chapter is where this role fits. In the Chapter, your leader is a coach supporting you in gaining new skills and refining others toward mastery, empowering you to drive our future forward.

Fidelity's Digital Planning Experience Tribe, where you work day-to-day, builds and delivers digital offerings that help millions of Americans build solid financial habits, set and invest toward goals, and feel protected in times of need. This Tribe also delivers and evolves Fidelity's offerings for, and relationship with, younger generations of investors.


The Expertise You Have  

  • Bachelors degree with 3 years of experience at a top notch digital services or digitally-based consumer products company

  • Design and delivery of digital customer experiences

  • Knowledgeable in personal finance, retail investing experience preferred

  • Agile and Scrum expertise

  • Intellectual curiosity and passion to continually gain new skills and apply them to move your team ahead

  • Ideal candidate brings all of the above plus experience breaking down complex problems into components, building hypotheses, testing, identifying edge cases, and documenting a data-based path forward

The Skills You Bring  

  • You are comfortable finding your way through ambiguity, breaking it down, researching options, and crafting next steps for tangible delivery

  • You have a proven track record of digging in deep to uncover and solve for nuances and edge cases

  • You thrive on articulating complex information in ways that resonate with your audience, through material development as well as formal and informal communication

  • You have very successfully influenced people inside and outside of your direct team, in ways that lead to positive paths forward, valuing and facilitating agreement across diverse viewpoints

  • You have knowledge of and passion for current and evolving digital consumer experiences, the current digital landscape including AI, the financial services industry including FinTechs and financial solutions offered, and mass affluent consumer behaviors and preferences 

The Value You Deliver  

  • Actively participating in and sometimes leading Agile ceremonies including story mapping, backlog refinement (decomposition of epics into stories with clear acceptance criteria), release planning, sprint planning, daily stand ups, sprint closure, and retrospectives

  • Facilitating development of client-facing content and associated legal and compliance approval processes, and updating production system content

  • Creating well-researched, thorough user stories, split into the smallest pieces of work, and that can easily be understood and delivered by your team mates with development skills

  • Understanding customer needs, making data-based recommendations for customer experience enhancements, building customer experience maps, acting on client research data, and performing testing on client-facing experiences to ensure effectiveness

  • Coordinating efforts with other teams/squads within the Digital Planning Experience Tribe, and across other Tribes, ensuring collaboration to achieve outcomes

  • Crafting, measuring, and publishing key performance indicators and metrics and ensuring data is used to improve team/squad performance and make decisions about customer experience improvements

Client/Customer ServiceAdvertisement

Similar jobs

Similar jobs