Director, Customer Knowledge and Strategic Insights: Digital Appointment Scheduling Experience Anal

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 generating data-driven 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 enhancing and digitally optimizing the interaction model between Fidelity associates and our clients.

Your Role

As the Director of Analytics you will work on an agile team focused on transforming Fidelity's digital appointment scheduling experience. This team will create a first-rate digital appointment scheduling capability, scalable across Fidelity's businesses and continuously enhanced to maximize adoption and usability. The capability will enable existing clients to book in-person appointments with their assigned advisors with the convenience and ease of digital self-service. For prospective clients seeking appointments, the capability will recommend the Fidelity associate best-suited to meet the prospect's stated needs. Your teammates will be inter-disciplinary (e.g., product development, user experience design, end-to-end process design, technology) within the Personal Investing (PI) business at Fidelity, and will look to you as a senior subject matter expert in analytics.

You will analyze both customer and associate interactions with the digital appointment scheduling experience to measure usability, effectiveness, client satisfaction, appointment yield rate, and context within the overall client journey. You will analyze a variety of data sources (e.g., digital interactions, customer feedback, customer profile attributes, downstream transactions) to identify opportunities for continuous improvement of the appointment scheduling capability. Additionally, you will play a leadership role in communicating your insights to other business partners across Fidelity as the solution scales to businesses outside of Personal Investing.

The Expertise You Have

  • 10 years of relevant experience bringing a data-driven approach to strategic business decision making
  • Expertise with industry-leading analytics approaches (e.g., digital analytics, A/B testing, database analytics, data visualization) and tools (e.g., Adobe, Clarabridge, Clicktale, Qlik, SQL, Tableau) to transform data into actionable insights

  • Experience with big data technologies / languages such as Hadoop, Apache Pig, Hive, Python a plus

  • Naturally collaborative with experience working in an Agile environment

  • Proven track record presenting to senior executives—conveying complex analyses and delivering meaningful insights in a simple, clear and actionable way

  • 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 key stakeholders to formulate learning agendas, raising strategic and provocative questions that stretch the thinking of the team

  • Delivering data-driven and actionable insights to enable objective, informed business and product decisions

  • Driving a culture of experimentation—i.e., designing, running, analyzing, and interpreting experimental tests (e.g., A/B Testing)

  • 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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