The Data Analyst will support and help scale voice of customer and customer insights programs at Fidelity Charitable, assisting with program development and maintenance and process mapping and optimization. They will also work with the Fidelity Charitable technology team to help stand up new customer insights tools.
The Team

This role sits within marketing and works across the organization to understand customer insights needs and requirements and translate them into balanced programs. This will primarily happen through our customer experience survey programs, from maintenance and administration of customer experience survey systems to data analysis/ text analytics related to customer insights. In addition to the marketing team, the analyst will work most closely with technology and digital, service delivery, fundraising, and data analytics teams.

Fidelity Charitable's mission is to make charitable giving simple, accessible, and effective. Your work will drive our growth through customer obsession; you will help uncover and track customer segment needs and inspire change across the organization based on those needs. With a rapidly growing donor base and program offerings, your work will help ensure we have our finger on the pulse of customer sentiment.
The Expertise You Have

• Bachelors' degree or equivalent
• Work experience in marketing insights, data or business analytics role
• Salesforce experience strongly preferred
• Prefer experience with Qualtrics or similar survey platforms, familiarity with Clarabridge or other text analytics software a plus
• Skilled with MS Excel, familiarity with Tableau a plus

The Skills You Bring

• You are a skilled and self-directed project manager; you can proactively manage and prioritize projects and stakeholders with minimal input
• You love analyzing and synthesizing data into useful business insights; you are comfortable with data visualization and report development using charts, pivots, graphs and tables
• You are curious and a problem solver; you like determining how things work and how we could make them better
• You enjoy working with people as much as you like working with data; you understand how to connect with different functional areas and you can adjust between discussion with business and technical staff.

The Value You Deliver

• Help stand up the Clarabridge text analytics tool, including collecting requirements for text analytics dashboards and the honing and maintenance of the category model
• Lead customer experience survey program implementation, analysis and reporting, specifically using Salesforce, Qualtrics and Tableau
• Work with technology teams to lead manual and automated customer experience survey programs
• Maintaining program reporting infrastructure. Validate collected data and resolve issues with data collection and reporting.
• Build insights-driven reports for business stakeholders
• Performing data analyses in response to customer insights research requests or to uncover business improvements. You'll interpret and communicate key findings
• Supporting qualitative and quantitative strategic research initiatives as needed

About Fidelity Charitable

The Fidelity Charitable Gift Fund ("Fidelity Charitable") is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits - and increased charitable impact - of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all of the charitable organization's employees and supports all of its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising
COVID Work Policy

Safety is our top priority. Once we can be together in person with fewer safety measures, this role will follow our dynamic working approach. You'll be spending some of your time onsite depending on the nature and needs of your role.
Dynamic Working - Post Pandemic

Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.

Your success and growth is important to us, so you'll want to enjoy the benefits of coming together in person - face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity's U.S.-based regional and investor center locations. If you would like to experience Fidelity's supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com.

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 TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.
Information about Fidelity Investments

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: 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. For information about working at Fidelity, visit FidelityCareers.com.

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.