Lead / Senior Lead - Customer Experience Insights and Analytics

Job Description:

Job Title – Lead - Customer Experience Insights and Analytics

The Purpose of This Role

The Customer Knowledge and Strategic Insights (CKSI) team, within the Fidelity Wealth Business unit, plays a crucial role in providing data-driven analytics to various product areas. Your responsibilities will involve providing data and insights that contribute to strategy and execution. Your expertise in data analytics will be instrumental in driving impactful outcomes.

How will your work impact the organization

This is an Individual contributor role in Customer Experience (CX) Insights and Analytics team within CKSI. The role involves managing digital research for Customer Experience (CX) Insights and Analytics team.

The Value You Deliver

• Lead and grow the existing customer experience digital research and feedback program. You would be responsible for building, governing, and executing the digital customer feedback strategy. You would also manage the overall web feedback program in terms of developing best practices and holding users accountable.
• Enabling customer feedback to drive digital customer experiences to maturity. Power the company's growing personalization efforts by identifying key behavioral characteristics of users and input into recommending the most impactful digital experiences to deliver based on digital feedback.
• Develop, maintain, and grow in-moment feedback capabilities that support all transaction quality assessment for retail in digital channels (across other CX programs as well).
• Develop standards for surveys, in terms of – questions & scales, sample rate, quarantine period, intercept logic, creative & survey design, target placement, adding new surveys to central review team feed for customer effort scores.
• Navigate the retail organizations and rally stakeholders’ around digital feedback. Working with internal stakeholders, the research organization (specifically the customer experience team, behavioral scientist) and external vendors
• Manage overall open-end feedback from all web surveys to be aligned with a universal taxonomy of tasks and deliver actionable feedback to squads.
• Manage contract and vendor relationship.
• Setup governance and access control as needed for various data and platforms.
• Develop standards to feed data into Fidelity databases enabling democratization and organization wide quick learning and insights. Collaborate developing data pipes through to Snowflake. 

The Skills that are Key to this role

Technical / Behavioral

• Demonstrated experience in managing digital research/feedback programs and/or expertise in market research and measurement in a digital environment.
• Customer-centric mindset and demonstrated ability to create shared vision and inspire collaboration across technology and research teams to meet business objectives.
• Technological nuance – understanding and appreciation of technology, data, systems and platforms and their interconnections.
• Systems thinking: Holistic outlook in building end to end systems in a complex organization.
• Proactive with the ability to think out-of-the-box to bring the consumer to life in an impactful way, delivering actionable insight and deep consumer understanding of motivations, attitudes, and behaviors in a timely manner.
• Ability to influence: Working across diverse teams (Tech, Data, AI, squads) and influence their backlog prioritization to drive value at Fidelity.

The Expertise we are looking for

• Relevant analytics experience in areas such as customer analytics, digital analytics and/or market research in a digital environment.
• Bachelor’s and Post-graduate qualification from top-tier institutions. MBA or equivalent qualification would be preferred.
• Bachelor’s degree in a quantitative / technical field such as Engineering, Economics, Statistics and / or MBA
• Excellent communication and presentation skills.
• Consistent behavioral skills in terms of time management, prioritization, and delivery focused.

Fidelity Investments is an equal opportunity employer.

Location: Bangalore

Shift timings: 11 AM – 8 PM

Certifications:

Category:Data Analytics and Insights