About the Role
We are seeking a Director of Customer Experience to join our team and help us continually improve how we listen and act on customer feedback to enhance our products and services and customers’ experiences with Fidelity. In this critical, individual contributor role, you will lead efforts, in partnership with service, advisors and other customer facing and digital leaders, to identify, design and implement best practices that enhance how Fidelity identifies experience gaps and friction, and systematically acts on feedback to both address individual issues and improve experiences holistically.
Key Responsibilities
What Success Looks Like
Qualifications/ Must-Haves:
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
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.
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