Director, Customer Knowledge and Strategic Insights; CRM Platform Analytics

Westlake, TX
February 23 2019

Do you want to be part of a team that revolutionizes how a company interacts with its customers? Do you have a demonstrated track record of delivering data analytic capabilities and insights that help the team deliver game-changing experiences? Come join a world-class analytics team and work in an agile way to inform the creation of the best customer experiences in the Financial Services industry.



The Team

Customer Knowledge & Strategic Insights (CKSI) is an analytics and research group with a mission to proactively anticipate and predict our clients' needs and future behaviors using Data, Analytics, Customer Research and AI Solutions. As a member of the CKSI Analytics Chapter, you will support the Client Care Platforms business team, and your work will play a critical role in driving best-in-class CRM analytics and data visualization capabilities, utilizing the Salesforce Einstein Analytics platform.

Your Role

As the Director of Analytics you will work on an agile team focused on delivering innovative and robust CRM capabilities leveraging the industry-leading Salesforce CRM platform. The team will deploy continuous improvements in platform functionality and usability to enable Fidelity associates to connect with and know our clients on a personal basis, driving both client satisfaction and business impact. Your teammates will be inter-disciplinary (e.g., product development, end-to-end process design, data engineering, technology) within the Personal Investing (PI) business at Fidelity, and will look to you as a senior subject matter expert in analytics.

You are a creative and collaborative leader in data visualization and business intelligence and will help modernize and democratize the use of data and analytics by associates in Fidelity's call centers and retail branches. You will collaborate with senior business partners to discern the needs and key business questions of client-facing associates across disparate functions. Utilizing the Salesforce Einstein Analytics platform, you will design data integrations, self-service analytic solutions, and compelling visualizations to solve for those needs and measure the resulting impact on associate productivity, client satisfaction, and business outcomes. You will identify opportunities to leverage new data sources (including AI-driven recommendations) and drive associate adoption of self-service capabilities to discover insights about our clients.

The Expertise You Have

  • 10 years of relevant experience synthesizing multi-channel data sources, building modernized visualizations to drive strategic business decision making, and empowering teams with self-service analytics

  • Keen ability to discern trends from data and communicate actionable customer insights via compelling visualizations

  • Experience designing, testing, and deploying analytic features and functionality to transform data into insights

  • Prior experience with Einstein Analytics helpful but not required. Experience with big data technologies / languages such as Hadoop, Apache Pig, Hive, Python a plus.

  • Strong communication skills to discuss and present ideas to colleagues and business partners

  • Naturally collaborative with experience working in an Agile environment, including with remote teams both on- and off-shore

  • Prior work experience at a leading digital company (Amazon, Google, Facebook, LinkedIn), financial services firm, or consulting firm/agency

  • MBA or Master's degree in a quantitative / technical field such as Engineering, Economics, Statistics

  • Intellectual curiosity, initiative, and love for learning new skills and capabilities

The Value You Deliver

  • Partnering with stakeholders to understand their key business questions, identify opportunities, and solve problems with a blend of creativity and analytical rigor

  • Developing and communicating a vision and roadmap for innovative self-service analytic capabilities

  • Engaging in customer-focused, cross-functional collaboration across the organization

  • Staying abreast of the latest innovations across the analytics industry, proactively developing your analytics skills to maintain your world-class expertise, and sharing that knowledge and expertise throughout the organization

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