Job Description

Drives improvements to the digital experience for customers with industry-leading data analytics, visualization, and experimentation approaches and tools. Partners with business stakeholders to understand their critical business questions and data needs, assess opportunities, and measure the resulting impact of product/service enhancements on customer satisfaction and business objectives and key results. Transforms data into impactful business insights, applying data mining, data modeling, natural language processing, and machine learning to structured and unstructured data sources (including digital interactions, customer feedback, chat/call transcripts, customer profile attributes, platform logs, operational metrics, and financial transactions). Creates and publishes interactive reports and dashboards, using Tableau, Power BI, Adobe, and Excel. Writes complex SQL queries against both cloud and on-premise relational database technologies such as Snowflake, MS SQL Server and Oracle. Uses standardized programming languages such as Python, SQL to manage relational databases and perform various operations on the data. Performs exploratory data analysis, using big data technologies and open-source platforms. Works in an Agile development environment using tools like JIRA and Confluence to track issues and automate workflows.

Primary Responsibilities:

• Develops and executes comprehensive learning agendas that inform strategic business decisions and tackle the key business questions to which stakeholders need answers.
• Translates business questions into hypotheses that can be validated via experimentation or data analysis.
• Analyzes customer interactions at every touchpoint to measure usability, effectiveness, and client satisfaction within the overall cross-channel client/advisor journey.
• Creates data-driven narratives of the customer experience, highlighting both successes and friction points to inform future initiatives and strategies.
• Presents and delivers actionable insights and recommendations to senior business leaders and product owners, enabling objective, informed business and product decisions.
• Contributes to project strategy and deliverable planning, influencing the vision and mission, work plans, and timelines.
• Partners and collaborates effectively with technology, business, and analytics colleagues in an Agile development environment.
• Develops and maintains working relationships with team members, client stakeholders, and peers.
• Communicates project updates and recommendations to senior stakeholders, concisely and clearly.
• Continuously improves data analytics and insights capabilities, monitoring innovation across the analytics industry, and spreading that knowledge and expertise throughout the organization.

Education and Experience

Bachelor’s degree in Computer Science, Engineering, Information Technology, Information Systems or a closely related field (or foreign education equivalent) and five (5) years of experience as a Senior Manager, Advanced Data Analytics and Insights (or closely related occupation) developing data-driven insights using advanced analytics and data visualization platforms.

Or, alternatively, Master’s degree in Computer Science, Engineering, Information Technology, Information Systems or a closely related field (or foreign education equivalent) and three (3) years of experience as a Senior Manager, Advanced Data Analytics and Insights (or closely related occupation) developing data-driven insights using advanced analytics and data visualization platforms.

Skills and Knowledge

Candidate must also possess:

• Demonstrated Expertise (“DE”) developing data-driven insights to inform business strategy, including digital experience enhancements, service optimization, audience segmentation, customer experience personalization and new product launch initiatives using SQL, Python, Snowflake, Tableau, and Adobe Analytics.
• DE performing data modeling, designing large data sets and implementing pre-aggregations and transformations using Snowflake SQL, Python, and Excel to integrate customer data from disparate data sources including digital interactions, customer feedback, chat/call transcripts, customer attributes, platform logs, operational metrics, and financial transactions; and creating advanced visualization modules, reports for real-time insights and automating and updating dash-boards, using Tableau, Adobe Analytics, and Excel.
• DE developing a comprehensive analytical learning agenda for product usage, success metrics and customer demographics using Adobe, Tableau, and SQL; and consulting with stakeholders and business leaders to articulate business requirements using measurement and experimentation.
• DE designing measurement strategy and implementation using Adobe Digital Marketing Suite analytical tools and centralized tag management systems that beacon tags to on-premises and off-premise Snow-flake data warehouse.

Experience/Expertise may be gained during graduate degree program.

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Certifications:

Category:

Data Analytics and Insights

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.