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Head of Flagship Mobile Channel Management

Company: Fidelity Investments
Location: Boston
Posted on: March 20, 2023

Job Description:

Job Description:

The RoleWe are seeking a Senior Leader, Head of Flagship Mobile Channel Management at Fidelity Investments. This role will partner with our personal investing and wealth product leaders to design and implement our digital Fidelity Flagship Mobile App strategy. This executive will identify and capitalize on ways to demonstrate digital efforts to further create a differentiated positioning for Fidelity that builds deeper and broader curated experiences with existing clients and accelerate new client relationships. Maintain the look and feel of the company flagship mobile channels and is responsible for overall ecommerce hygiene. This role is supporting digital marketing, product leaders and software developers who contribute to mobile traffic, design, and structure.Our Personal Investment organization is dedicated to serving nearly 26 million PI customers using our flagship website and over 8 million users of our flagship Mobile channels. As part of the group, you will support the delivery of award-winning tools and services that cover everything from personal investing, banking as well as credit card, payment, and wealth planning solutions. You will be empowered to enable the development and delivery of powerful digital experiences and next generation finance technology innovations to better serve our clients. Our mission is to create engaged, lifelong relationships with current and future customers, and we put our customers at the heart of everything we do.The role will partner with Customer User Research, Marketing, Technology, and Operations teams to gain an insightful understanding of our consumers and bring to life the strategy, development, and delivery of digital solutions on our mobile channel to deploy evolving digital assistance technology, native platform advancements and AI. Most importantly, there will be no boundaries in our innovation and execution of digital strategies, products, and services this leader will educate and drive the future success through their product roadmap and plans including real user monitoring tooling and developing a modern e-commerce solution.You will partner closely with executive sponsors, Domains, and Product Areas to ensure that the initiatives you handle stay on track and deliver value to our customers As a member of our Channel delivery team for DX, your priorities are to develop solutions for customer specific use cases which will require you to understand, communicate, and resolve complex platform, data, and integration challenges from initial discovery to resolution. Additionally, you will partner with other platform teams external to personal investing scope out a roadmap and work breakdown for complex delivery projects for near and long-term company goals. This includes:

  • Ownership of key OKRs, including customer satisfaction, task completion, as well as stewardship of critical journeys within the logged-in mobile experience
  • Develop and implement ecommerce strategy to improve Native Mobile performance and speed to delivery.
  • Collaborate with design, engineering, analytics, business, and functional partners to drive product initiatives.
  • Passionate about building end-to-end delivery of product features and identify and manage cross-impact dependencies and risks.
  • Develop a clear communication strategy for your area of ownership; present updates to senior leaders and communicate progress through various forums, dashboards, etc.
  • Due to the highly matrixed organizational structure, will need to critically evaluate information gathered from multiple sources and ensure consistency.
  • Be an advocate and champion for Fidelity mobile customers!
  • Collaborate with the full technology team to ensure their roadmap is supportive and aligned with the overall digital strategy and broader business objectives.
  • Work closely with stakeholders across the business to build and maintain critical relationships with external partners.The Expertise and Skills You Bring
    • 10+ years of demonstrated ability in digital CX (Client Experience) and previous experience in omni-channel experiences preferred.
    • 5+years of experience in strategic Mobile product leadership, with consumer-oriented industries, with a track record of business results and innovation
    • Significant experience leading teams both directly and matrixed
    • Proven ability to create a strategic vision and roadmap for digital transformation and enhanced customer experience in a cohesive and engaging manner, pulling meaningful diverse digital efforts together.
    • Ability to assess and validate digital products, services, and solutions. Manage the intake and prioritization of enhancements to existing digital solutions while designing the digital roadmap of the future.
    • Exceptional communication and collaboration skills
    • Expertise using data and analytics to support recommendations and strategies.
    • Capacity to consolidate multiple sources of disparate information into easy-to-understand views for leadership.
    • Bachelor s Degree in Business, Marketing, Information Systems, or related field; or equivalent combination of training and experience requirementThe TeamThis role is in our Personal Investing Digital Experience Organization, where we have a completely differentiated business model passionately focused on best-in-class customer interactions, in every digital channel as well as in person connections. We believe that diversity in background and experience will foster an inclusive and engaging work environment for our employees. This ultimately enables us to deliver a better product for our customers.Being digitally focused and competent is only telling half the story. We believe that delivering the best possible customer experience requires an artful blend of human ingenuity and technology. While we value Design Thinking and great technologists, we are enthusiastic about our culture that promotes autonomy and leadership at all levels. People who are great fits demonstrate curiosity to learn, are unafraid to break things, step up and take the lead, take ownership of their projects, and thrive by sharing knowledge.Please see below for the salary range for work locations in Colorado only:N/A

      Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:N/A

      Please see below for the salary range for work locations in California only:N/A

      Please see below for the salary range for work locations in Washington only:N/A


      Company OverviewFidelity 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 UsAt 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 Best Place to Work in 2023. 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.At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling " Dynamic Working ."We invite you to Find Your Fidelity at .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 , or by calling , prompt 2, option 3.

Keywords: Fidelity Investments, Boston , Head of Flagship Mobile Channel Management, Executive , Boston, Massachusetts

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