Director, Customer Experience

Job Description:

The Role

Do you thrive in an environment that offers breadth and a chance to utilize your strategic, relationship building, collaboration, and operational abilities? If so, the Director Inbound Customer Experience is a role to consider for your next career move.

The Inbound Customer Experience team resides within the Inbound Support Services team and part of the broader Inbound organization within the Operations and Services Group (OSG). As a leader on the Inbound management team, the role is responsible for an organization of four associates, supporting the Inbound and Remittance Operation teams and multiple cross-enterprise Fidelity business partners.

The Team

The Director of Inbound Customer Experience reports to the VP of Inbound Support Services. This overall team consists of Strategic Business Architect Director, Director of Product and Strategy, Customer Experience Managers, and Customer Research Associates supporting the Inbound and Remittance organizations. As Director of Customer Experience, you will be responsible for driving solutions for our Fidelity business partners leveraging Inbound capabilities and forging relationships to increase efficiency and effectiveness in the end-to-end workflow process across Fidelity while continuing to own the business partner day-to-day relationship.

The Expertise and Skills You Bring

• Ability to connect the Inbound vision with the work that Inbound Customer Experience drives for the firm

• Ability to analyze end-to-end business workflows and identify opportunities to reduce redundancy and improve efficiency

• Drive and ability to proactively support large-scale enterprise programs such as OSG Paper Elimination Program

• Proven track record of building, developing and leading teams of professionals

• Ability to use change management techniques to influence the attitudes and behaviors to drive adoption to new processes and tools

• Strong leadership with excellent communication and effective team building skills

• Proven ability to provide structure, coordination, and support to ensure Inbound Senior Team awareness and engagement on relevant topics supporting Inbound customers

• Demonstrated ability to influence and consult with senior leaders

• Strategic thinker with a problem-solving mindset and a collaborative approach

• Ability to manage multiple priorities and navigate ambiguity with confidence

• This role involves direct interaction with our customers; therefore, a strong executive presence and the ability to engage effectively with senior-level stakeholders are essential

The Value You Deliver

• Identifying end-to-end workflow opportunities, recommending improvements, and committing to enabling the optimal solution

• Communicating Inbound strategic objectives and product roadmap Inbound customers

• Collaborating across technology, customer, and operations teams to identify and implement effective digital solutions

• Engaging in proactive, forward-looking, and strategically aligned solutions for the enterprise document processing landscape

• Maintain a deep understanding of Inbound’s capabilities/solutions and how they are leveraged by our customers across the end-to-end workflow

• Continuing to evolve the long-term vision for Inbound Customer Experience and outlining tactical steps to achieve stated goals/objectives

• Leading, growing and coaching the team to develop build skills and abilities

• Building and maintaining strong collaborative relationships across the enterprise

Certifications:

Category:

Operations

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.