Client Solutions Squad Member, Digital Planning and Advice - Boston, MA

  • Competitive
  • Boston, MA, USA Boston MA US
  • Permanent, Full time
  • Fidelity Investments
  • 22 Mar 18 2018-03-22

Client Solutions Squad Member, Digital Planning and Advice - Boston, MA

You are an energetic leader who is truly client obsessed and loves working collaboratively with teams to design and deliver exceptional digital client experiences.

The Expertise We're Looking For

  • 4-8 years of E-Commerce experience with a proven track record of defining, testing, iterating on, and delivering best in class digital experiences
  • BS/BA degree is required. An MBA would be a plus
  • Demonstrated commitment to cross-functional collaboration in agile, client-centric, fast paced environment
  • Ability to build credibility and trust with diverse stakeholders and understands how to influence without authority
  • Strong business knowledge of and/or experience working in Wealth Management and Financial Services would be a plus

The Purpose of Your Role

This role partners with the squad lead and other team members, to evolve and build industry-leading digital offerings that help millions of American's to build solid financial habits, invest towards their goals and feel protected in times of need. Define customer solution requirements for either new capabilities, or enhancements to existing Fidelity customer experiences, web presence, communications, service models and platforms. Drive or support key aspects of the development life cycle including business case development, business requirements, product design, and implementation.

The Skills You Bring

Your ability to deliver customer value and business results on Squad by:
  • Helping the squad achieve specific and measurable KPIs to be defined for squad
  • Staying close to the customer, and understanding customer needs
  • Keeping a pulse on emerging digital technologies and trends
  • Improving your skills and increasing your mastery

Your knowledge as a subject matter expert in the following areas:
  • Application of digital solutions to address consumer's needs, wants and preferences
  • Driving competitive advantage through the use of new and emerging technology
  • Business acumen, along with your strategic and analytical skills that allows you to make decisions based on both hard and soft data
  • Business platforms, processes and product development methodologies

Your ability to identify Client Needs and Wants by:
  • Participating in the prioritization of the squad work (in partnership with Squad Leader) to deliver customer value based on an understanding of business subject matter areas and client needs
  • Helping to conduct key customer research and analysis to prioritize squad work
  • Developing client and service associate journey maps and design prototypes

Your skill in developing Client Solutions by:
  • Synthesizing complex data from multiple, disparate sources and present analysis, relevant insights and themes in a simple/clear way
  • Developing and evolving ideas, via facilitated and ongoing dialogue with your partners and senior leaders, that effectively bring together client needs, emerging technology, financial trends and Fidelity's goals
  • Working with other squads to ensure customer experiences delivered by each team are cohesive, familiar and valuable to the customer
  • Conducting financial analysis (as part of squad) to determine total cost of ownership for various client solutions
  • Gaining knowledge of Fidelity's products and delivery channels to develop new and effective digital solutions to our clients
  • Carry the voice of the customer needs, wants and preferences in developing stories and epics that drive the squads backlog

Your strength in implementation and measurement of Client Solutions by:
  • Participating in and leading readiness and roll out activities for clients and Fidelity associates
  • Performing business testing focused on the overall client and associate experience
  • Developing key squad level KPI metrics to measure the effectiveness of the solution hypotheses
  • Implementing, measuring, and utilizing metrics to aid in identifying improvement opportunities

The Value You Deliver

The Client Solutions Squad Member tells an impactful story through use of data, and analytics, technology visualization to identify trends as well as areas or opportunity. He/she brings a deep knowledge of the digital marketplace while quickly learning Fidelity client needs and Fidelity's product and service offerings. The role collaborates with the squad to build new and innovative digital experiences for Fidelity's clients that will be industry recognized. This role acts as a subject matter expert on the squad and across Fidelity, and serves as a mentor to other members of the squad. The Squad Member has a mastery of skills associated with agile ceremonies, tools, and an innovative mindset that he or she will foster with the squad.

How Your Work Impacts the Organization

Fidelity is one of the largest providers of investment services in the world. Within Fidelity, the Personal Investing (PI) division is responsible for a number of services that support our clients, such as self-directed brokerage accounts, credit cards, cash management services, college saving plans, managed investment solutions, the physical branch network, the customer service teams, and retirement solutions that fall outside of employer-sponsored plans.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

Fidelity Investments is an equal opportunity employer.