At Fidelity, we are dedicated to understanding and improving the customer experience. Our Voice of Customer (VoC) platform is at the heart of this mission, providing actionable insights that drive our business forward. We are looking for a sophisticated and experienced Squad Lead to join our team and be responsible for the development of our VoC platform.
The Role
As the Squad Lead for the Voice of Customer Platform, you will be responsible for leading a cross-functional team to deliver innovative solutions that collect and analyze customer feedback from multiple channels, both digital and non-digital. You will partner with leaders to define the product vision, prioritize features, and ensure the successful delivery of the platform.
Key responsibilities include:
Product Vision: Define and communicate the product goals and strategy for the VoC platform, aligning it with the company’s overall goals and customer needs.Backlog Management: Build, prioritize, and own the product backlog, ensuring that the team is working on the most valuable features.Partner Collaboration: Work closely with collaborators, including marketing, customer support, and engineering teams, to capture requirements and ensure alignment.Team Leadership: Lead and mentor a squad of developers, designers, and QA engineers, encouraging a collaborative and high-performing team environment.Agile Practices: Implement and promote Agile methodologies within the team, ensuring efficient and effective delivery of product increments.Customer Focus: Champion the VoC, ensuring that customer feedback different channels (e.g., surveys, social media, call, digital interactions) is coordinated into the product development process.Data Science Collaboration: Collaborate with Data Scientists to build and improve classification models and large language models (LLMs) to drive faster and deeper actionable insights.Performance Metrics: Define and own key performance indicators (KPIs) to measure the success of the VoC platformPlatform Mentality: Bring a platform approach to the role, focusing on building scalable, flexible, and robust solutions that can adapt to evolving business needs and integrate seamlessly with other systems.The Expertise and Skills You Bring:
Experience: 10+ years of experience in product management or a similar role, with a focus on customer feedback or analytics platformsLeadership: Shown experience leading cross-functional teams and driving product development in an Agile environment.Technical Skills: Solid understanding of software development processes and technologies. Experience with data analytics and customer feedback tools.Communication: Excellent communication and interpersonal skills, with the ability to articulate sophisticated ideas to both technical and non-technical partners.Education: Bachelor’s degree in Business, Computer Science, or an equivalent. Advanced degree is a plus.The Team
We are the Analytics Product team that own multiple analytical products/platform! This is a cross channel team that works with business partners to innovate and push the boundaries of scalable analytics. Our Platforms supports Billions of impressions across channels with hundreds of millions of events & data signals flowing through the platform. We are a multi-disciplinary team that work across Fidelity in new and innovative ways to deliver platforms at scale.
Certifications:Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
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.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.