Director, Customer Experience

Job Description:

About the Role

We are looking to fill this role in either Westlake, TX or Boston, MA.

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

• Identify industry best practices for operationalizing customer feedback to drive positive change for customers and enhance Fidelity's business operations. Gain alignment on the initiatives that are applicable to Fidelity's business.
• Work with business partners to create new systematic ways to scale action on customer feedback and work with relevant teams to make those changes happen
• Further develop and implement operational standards, protocols, and service-level agreements for action on customer feedback
• Implement best practices to integrate CX feedback into operations.
• Lead cross-functional workshops to conceptualize solutions aligned with business and customer needs.
• Keep up with the best ways other companies improve customer experience and bring those ideas to our team.

• A team that's ahead of problems and focused on what customers need.
• Tools and systems that really help improve customer satisfaction.
• Ensure that customers receive prompt and effective responses to their feedback and issues
• People inside and outside the company see you as a leader in customer experience.
• A company culture that listens to customers and values their feedback.

• 10+ years of experience working with customer feedback or improving customer service, with at least 3 years experience in implementing new capabilities..
• A track record of making large scale improvements in customer experience.
• Strong skills in understanding customer behavior and using data to make decisions.
• Experience using tools like Qualtrics or other customer feedback platforms.
• Exceptional communication and storytelling skills, especially with senior leadership.
• Ability to work well with different teams and ability to influence without authority and build cross-functional partnerships.