Digitization of Service Lead - Boston, MA; Smithfiield, RI; or Merrimack, NH location

  • Competitive
  • Boston, MA, USA
  • Permanent, Full time
  • Fidelity Investments
  • 19 Feb 18 2018-02-19

Digitization of Service Lead - Boston, MA; Smithfiield, RI; or Merrimack, NH location

Join the Enterprise Digitization of Service (DOS) team and be part of the transformation efforts to accelerate Fidelity's move to delivering fully digitized, frictionless client journeys. Partner closely with Fidelity's Business Units and the Re-Engineering and Digitizing Service (RADS) program to multiply the respective capabilities and leverage our best in class digital assets.



The Expertise We're Looking For

  • Bachelor's Degree with 7 to 10 years background in improving customer experience for a large business unit or start - up operation
  • A proven leader in solving problems, strategic planning, executing capabilities and driving change
  • Energized by team success over individual focus, partnering closely with teams to multiply the excellence of others
  • Motivated to solve large problems quickly and values "pace over perfection" technique to reach a desired outcomes
  • Analytical, self-starter who easily works with ambiguity, maintaining a focused daily mindset of process improvement for the customer experience
  • Experience in the customer/institutional servicing space, Digital services management, Program management, and/or Agile/SCRUM & JIRA methodology and system preferred

The Purpose of Your Role

The individual will join a team of leaders dedicated to building an enterprise Digitization of Servicing (DOS) function. Our mission is to expedite the transition of Fidelity in delivering frictionless digital experiences to individuals and institutions. Partnering closely with the DOS teams in the Personal Investing, Workplace Savings and Institutional business units, we'll sponsor efforts to identify common Fidelity customer journeys across the platform. Further, we'll engage closely with the Re-engineering and Digitization of Servicing (RADS) program team to identify and leverage best in class Fidelity digital assets, accelerating the Digital efforts of Fidelity's respective business units. The ultimate goal being to drive for a leaner, faster, more cost effective servicing organization across Fidelity through scaled delivery of consistent platforms and processes with our business partners.

The Skills You Bring
  • You have proven ability to provide strategic direction for execution of multiple projects or a program across the portfolio independently; recognizes when high impact issues require escalation and proposes a plan of action for consideration.
  • A bias to try fast to learn, not afraid to fail and start over
  • You are able to resolve complex issues, particularly those that cross projects, lines of business or functions.
  • You have impressive time-management skills and ability to execute on multiple priorities
  • You have a natural ability to influence and motivate others, preference for team results
  • Your ability to adapt and overcome allows you to excel in this fast changing and ever evolving industry
  • You have proven ability and flexibility to manage multiple priorities to meet deadlines
  • You have primary and secondary research skills, including the synthesis of findings to develop practical, actionable recommendations".

The Value You Deliver
  • You will be supporting the business units in establishing common customer journey's specific to servicing activity.
  • We'll leverage these common journeys to identify opportunities to scale solutions across the business units.
  • Work closely with the business units to identify technology gaps and capabilities, leading to prioritization of budgets and technology spend at the enterprise level.
  • Partner with the RADS team to select best in class solutions or deliver requirements for new platforms or tools.
  • You'll be a close collaborator with the BU DOS teams and the RADS platform teams to deploy common solutions

How Your Work Impacts the Organization

The Enterprise Digitization of Servicing function exists to accelerate the digitization of Fidelity and the respective business units. We partner first - with a bias to being part of the business units successful transition to delivering digitized experiences faster, while having a significant impact on Fidelity's net servicing cost structure.Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit FidelityCareers.com

Fidelity Investments is an equal opportunity employer.