Fidelity Investments Merrimack , NH 03054
Posted 2 weeks ago
Job Description:
The Purpose of Your Role
This role mainly manages the daily functioning of the customer experience research - specifically the NPS and CSAT programs. These studies are consumed by various businesses across Fidelity retail and drive various strategic decisions including but not limited to the spheres of new customer acquisition, help identifying cross selling opportunities, improving driving digital engagement and giving Fidelity a competitive advantage by delivering better overall customer service. This team manages data that supports decisions on compensation of many of Fidelity's front-line representatives.
The Expertise We're Looking For
7 years or more of relevant research, data analysis or consulting experience
5 years or more of quantitative and qualitative primary market research
Proficient with analytic tools such as SQL, R, SPSS, Python
Hands-on experience with text-mining tools
The ability to collaborate across multiple teams and work within tight timeframes
Superior consulting, communication and influencing skills.
The Skills You Bring
Managing a CX program and identifying actionable insights that can have a meaningful impact on the customer experience and business metrics, such as acquisition, retention and deepening
The ability to use data and storytelling to influence others
Ability to analyze and synthesize data quickly and see connections across different studies and data sources
Strong business acumen or orientation, with innate curiosity
A passion for the customer
Advanced knowledge of using analytic and statistical techniques and developing strategic frameworks to answer high profile business questions
Strong executive communication skills (verbal/written) and ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers through both personal interactions as well as the creation and delivery of effective presentations.
The Value You Deliver
Managing end to end systems and processes and systems for NPS and CSAT
Packaging research insights into compelling executive-ready presentations
Partnering with leaders to create research learning agendas that align with broader organizational KPIs
Ensuring that deadlines are met, particularly in support of metrics related to KPIs
Collaborating to deliver integrated solutions to key business partner questions
Socializing insights and analytics across Fidelity and making connections between business partners where relevant
How Your Work Impacts the Organization
You will be responsible for running critical programs that drive compensation, KPIs and lead insights generation and integration.
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.
Fidelity Investments