Job Description:

Client Services Associate Experience

The Role

This role works closely with brokerage client services leadership to understand the key challenges and opportunities in building an exceptional experience for our associate roles across client services. This role will work closely with peers on the Associate Experience team to define key priorities for our associates and engage with our Center of Excellence Teams (Reporting & Analytics, Learning & Development, Leadership Coaching, Transformation, Communication & Development, Compensation, Compliance, Other) to define current state challenges, future state objectives, and help to make thoughtful, data-driven recommendations that enhance our associates' ability to serve our clients. This role will look to constantly scan the client services landscape using a variety of methods to understand the challenges and opportunities with our associate experience and create feedback loops to help inform and shape priorities going forward. An ideal candidate is high energy, embodies Fidelity's leadership principle of being customer obsessed, thrives on collaboration, has a consulting/data-driven mindset to understand issues and opportunities, and can engage with leadership on how to move forward on opportunities to improve the service associate experience.

The Value You Deliver

• Visual Storyteller -Bring teams together by providing concrete visuals and assets to rally around. Has an incredible ability to imagine entire concepts-communicating those ideas clearly is key.
• Collaborator, Analyst, Influencer - you thrive on working in a matrix organization, are intellectually curious, and understand the client services ecosystem and how to navigate it.
• User Experience Research / Design - you have had exposure to UXR/UXD skills and processes and are able to build solutions that keep the user at the center
• Thought Leader - you excel at helping to influence key decisions.
• Advocate - you act as "voice of the associate" - represent associate experience needs, constantly seeking input from a variety of sources including, functional leaders and SMEs in the field.
• Connector - Collaborating with the Transformation when there is an impact on roles, compensation, regulatory impacts, or other.
  

The Expertise and Skills You Bring

• 10+ years financial services -Brokerage Regional Center experience a plus
• An influencer who can articulate a point of view in a compelling and succinct manner
• Strong social skills and ability to communicate complex ideas effectively - influencing leadership through relationship building and data-driven models
• Executive presence - comfort routinely engaging, updating and speaking to Senior Leadership
• Demonstrated ability to make data driven recommendations

• Passion and expertise in the Agile like approaches and tools
• Ability to think strategically, analyzing multiple data points and trends to develop hypotheses on cause / effect and recommended action plans
• Strong partnership, influence and social skills - we are highly interdependent + collaborative

The Team

The Strategy, Planning and Enablement team is a cross-capability team focused on all aspects of data, reporting, operations and experience for associates and candidates in the Brokerage Client Services organization - a well-oiled machine that empowers our associates and leaders to deliver exceptional experiences for our clients while growing the Brokerage organization as a industry leader in financial services industry.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

Company Overview

At Fidelity, we are focused on making our financial expertise universally 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. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.com.

Fidelity Investments is an equal opportunity employer.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

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.

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