Director/Consultant, Wealth Product & Experience Personal Cards - Credit Card

Job Description:

The Role

Are you a self-starter and committed to delivering results? If you enjoy delighting customers with outstanding customer solutions this may be the job for you! We are seeking a results-focused and motivated associate who flourishes when working with internal and external teams to deliver outstanding Credit Card products and services. This role can be hired at Consultant or Director level, depending on skills and experience. Key responsibilities can include:

• Understanding the needs and problems of our customers, by partnering with our customer research team to conduct surveys, interviews, and focus group
• Evaluating the competitive landscape to understand potential differentiation
• Driving and supporting key aspects of the development life cycle, including requirements, UX design, API development, testing of end to end customer experiences
• Performing business testing on new functionality, operational processes, and end user experience. Also, participates in/leading readiness and rollout activities related to production releases.
• Navigate multiple partners and processes to simplify communications and client engagement experiences while maintaining compliance and regulatory standards. This includes working with our outside vendor that issues the credit card and provides front line customer service.
• Ability to find opportunities for innovation and taking thoughtful risks to get the work done better and faster by cultivating positive relationships working collaboratively across Fidelity to deliver business outcomes.

• Bachelor's Degree required and 8-12 years of experience, focused in the financial services, credit cards area.
• Background and passion for solving customer problems and delivering engaging, personalized, digital solutions. Strong focus on execution, identifying and removing impediments to progress.
• Demonstrated knowledge of business analyst techniques, such as: benchmarking, business rules analysis, user stories, user acceptance testing and product documentation.
• Strong analytical skills and ability to apply critical thinking skills and understand sophisticated customer needs
• Project management skills to run execution teams aligned to strategic plans & objectives
• Strong listening, presentation and persuasion skills to achieve consensus with multiple audiences
• Agile mindset; ability to work on initiatives simultaneously and with multiple stakeholder groups, both internal and external to Fidelity with a proved track record of bringing innovative Mobile and Web products to a diverse customer base. Also, familiarity with Agile process & tools (Jira, Mural) including possessing good story-writing skills is preferred
• Active participation and/or leading in the prioritization of the squad work defining requirements, understanding business & technology needs, and writing Agile stories to help advance the infrastructure and Api's while delivering innovative credit card web and mobile experiences.