Director, Analytics and Research, CKSI

Fidelity Investments - Boston, MA 02108 APPLY TO THIS JOB

Are you passionate about analyzing different data sources (e.g., customer attributes, transactional history, digital activity, phone call recordings, research surveys, etc.) to uncover key patterns to drive strategic decisions? Do you have a demonstrated track record of generating the insights that help teams develop great customer experiences? If yes, come join a world-class analytics and research team and work in agile way to help teams create the best customer experiences in the Financial Services industry.

The Expertise We’re Looking For
10+ years of relevant experience bringing a data-driven approach to strategic business decision making
Proven track record presenting to senior executives—delivering meaningful insights through data analytics/research and then presenting complex data, financial analyses, statistics, and research findings in a simple, clear and actionable way

MBA or Master’s degree in a quantitative / technical field such as Engineering, Economics, Statistics

Experience driving a culture of experimentation—i.e., designing, running, analyzing, and interpreting experimental tests (e.g., A/B Testing), complementing with primary research studies employing various quantitative and qualitative methodologies

Expertise with digital analytics (e.g., site analytics, digital media measurement, social listening, testing) using tools such as Adobe, Google, Brandwatch, etc.

Proficiency with some programming / database querying tools (R, Python, SQL, etc…) and data visualization tools (Qlik, Tableau, etc.)

Experience with big data technologies / languages such as Hadoop, Apache Pig, Hive a plus

Worked for a digital native (Amazon, Google, Facebook, LinkedIn), leading financial services firm, or consulting firm/agency

The Purpose of Your Role

As the Director of Analytics & Research you will work on an agile inter-disciplinary team (e.g., product development, customer experience, marketing, technology) within the Personal Investing business at Fidelity. Your team-mates will look to you as a senior subject matter expert in analytics and research.

You will analyze customer behavior at every touch point (web, mobile, IoT, phone, branch, etc), tied to customer attributes/preferences, tied to customer outcomes. You will further couple behavioral analysis with quantitative and qualitative research to generate the insights needed to more deeply understand customers and to develop high-impact, efficient solutions and experiences.

In addition, as a leader in the Analytics & Research Chapter within Fidelity’s Customer Knowledge and Strategic Insights group, you will help maintain / develop best-in-class analytical/research expertise, define standards, and scale self-serve data analytics, research and experimentation approaches.

The Skills You Bring

Immediate ability to deploy industry leading analytics and research approaches

Strategic partnership skills to deliver value for key stakeholders

Valuable expertise/experience that you are able to apply to Fidelity’s business problems

Top notch communication and data visualization skills to convey complex analyses / concepts to executive and non-technical audiences

Passion for your work, operating with a sense of purpose that inspires and motivates those you work with.

Intellectual curiosity, initiative, and love for learning new skills and capabilities.

The Value You Deliver

You are a leader in empowering customer experience and product development teams with data-driven and actionable insights to enable objective, informed decisions

You formulate and execute learning agendas, raising strategic and provocative questions that stretch the thinking of the team

You drive continuous improvement in data analytics and research capabilities and you spread that knowledge and expertise throughout the organization

How Your Work Impacts the Organization

The CKSI (Customer Knowledge & Strategic Insights Group) is an analytics and research group with a mission to proactively anticipate and predict our clients’ needs and future behaviors using Data, Analytics, Customer Research and AI Solutions, so we can deliver a more valuable client experience and generate stronger lasting relationships.

By being a part of the Analytics & Research Chapter in CKSI you and your work are playing a critical role in powering Fidelity’s future.

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit

Everyone craves a way of working that empowers them to unleash their best work and inspire better futures for more people. Our new way of working will enable you to deliver what matters most to our business, our clients and our people. By being wired for speed and innovation with support, coaching and a regular dose of inspiration, your skill sets will be applied to our aligned initiatives providing you the opportunity to quickly make a difference in our customers’ lives.

Fidelity Investments is an equal opportunity employer.

Job: Client/Customer Service

Primary Location: US-MA-Boston

Schedule: Full-time

Job Level: Director

Education Level: Master's Degree (±18 years)

Job Type: Standard

Overtime Status: Non-exempt

Travel: No

Boston, Massachusetts
Boston, MA


Fidelity Investments

Boston, Massachusetts 02108

6/13/2018 5:16:15 AM


Client Customer Service