Service Journeys Design Analyst

Raleigh, NC
February 13 2019

The Service Journeys Design Analyst is a vital role within the Health & Welfare Client Journeys team. In this role, you will lead and support the design of client service journeys for our Health & Welfare Administration business with the dual objective of delighting our clients and enabling a back-office operation that scales at least 5 times the current state. You are expected to be hands on studying current service journeys and engaging the client facing teams in design thinking a new future. You are expected to be a champion of the vision you create and partner with technology teams to bring it to life.


The Team

Fidelity's healthcare administrative services are backed by the service, trust, and experience that have helped Fidelity become America's Retirement Leader.   With over 20 years of experience in Health & Welfare administration, we are utilizing our experience to bring health and wealth together to drive better outcomes for our clients.  In this role, you will be uniquely positioned to deliver the service to achieve those goals.

 The Expertise You Have

  • College degree required
  • 2-5 years of relevant experience, preferably in a client servicing organization (e.g. participant services) or designing business processes or with business process management tools
  • Experience working on small or large projects from ideation to execution
  • Experience leading groups through doing things better and differently
  • Experience breaking down complex business problems using a client first data-driven mindset

The Skills You Bring

  • Strong verbal and written communication skills
  • Creative thinker- think outside the box and provide a big picture view of possibilities
  • Strong process design and improvement mindset
  • Self-starter, comfortable with complexity and ambiguity
  • Leading and working on teams to successfully deliver outcomes
  • True team player- ability to partner / work collaboratively with cross-functional teams

The Value You Deliver

  • You engage with key stakeholders to understand their business processes and desired outcomes
  • You develop user stories / use cases for current and proposed business processes
  • You identify opportunity areas for efficiency gains and execute on recommended strategy for improvement

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