Senior Manager, Data Analytics and Insights, NPS and CSAT

2093799-2

Job Description

The Purpose of Your Role

This role mainly manages the daily functioning of the customer experience research – specifically the NPS and CSAT programs. These studies are consumed by various businesses across Fidelity retail and drive various strategic decisions including but not limited to the spheres of new customer acquisition, help identifying cross selling opportunities, improving driving digital engagement and giving Fidelity a competitive advantage by delivering better overall customer service. This team manages data that supports decisions on compensation of many of Fidelity’s front-line representatives.

The Expertise We’re Looking For

• 7 years or more of relevant research, data analysis or consulting experience
• 5 years or more of quantitative and qualitative primary market research
• Proficient with analytic tools such as SQL, R, SPSS, Python
• Hands-on experience with text-mining tools
• The ability to collaborate across multiple teams and work within tight timeframes
• Superior consulting, communication and influencing skills.
  
  
  

The Skills You Bring

• Managing a CX program and identifying actionable insights that can have a meaningful impact on the customer experience and business metrics, such as acquisition, retention and deepening
• The ability to use data and storytelling to influence others
• Ability to analyze and synthesize data quickly and see connections across different studies and data sources
• Strong business acumen or orientation, with innate curiosity
• A passion for the customer
• Advanced knowledge of using analytic and statistical techniques and developing strategic frameworks to answer high profile business questions
• Strong executive communication skills (verbal/written) and ability to work across the organization and interact/influence/negotiate effectively at all levels of management and peers through both personal interactions as well as the creation and delivery of effective presentations.
  
  
  

The Value You Deliver

• Managing end to end systems and processes and systems for NPS and CSAT
• Packaging research insights into compelling executive-ready presentations
• Partnering with leaders to create research learning agendas that align with broader organizational KPIs
• Ensuring that deadlines are met, particularly in support of metrics related to KPIs
• Collaborating to deliver integrated solutions to key business partner questions
• Socializing insights and analytics across Fidelity and making connections between business partners where relevant
  
  
  

How Your Work Impacts The Organization

You will be responsible for running critical programs that drive compensation, KPIs and lead insights generation and integration.

Certifications

Company Overview

Fidelity Investments is a privately held company with a mission 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.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. 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 will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.