**Director of Engineering Customer Experience**

**Durham , NC**

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**Job Description:**

The **Director of Engineering Customer Experience** role brings skilled expertise as an Engineering thought leader and partner to aligned product management teams, providing Engineering leadership, fostering a vibrant community of growth, development, and continuous improvement across chapter skillset disciplines. This multi-faceted role is critical to the development of customer-centric solutions founded on progressive engineering principles and disciplines.

Fidelitys Acquisition and Loyalty team is responsible for customer acquisition and retention. As part of this team, you will be responsible for building and launching new products and features that attract new customers and deepen relationships with existing customers. You will be part of a fast-paced team that rapidly responds to unmet customer needs and acts quickly on customer and market feedback leveraging modern software development practices and a culture of experimentation.

****The Value You Deliver****

**Progressive Engineering Leadership:**

* Provide Engineering expertise, thought leadership and consulting across Product Management, Engineering & Human-Centric Design disciplines.

* Provide technical and functional oversight with product management teams to ensure we are building the best products, platforms, and experiences for our customers.

* Work collaboratively with your squad leaders to prioritize technical efforts and provide input on product features and capabilities.

* Collaborate with architecture and Platform Engineering teams on setting technical direction and ensure alignment with our technology strategy.

* Ensure engineered solutions address scale, reuse, and high availability requirements by leveraging platforms and established best practices.

* Accelerate & increase efficiency by continuously improving engineering & operations practices.

* Engage as a Subject Matter Expert, staying abreast of and contributing to external industry trends, advancements, and innovations in technical areas of expertise.

**Engaging Chapter Leadership:**

* Create and promote the vision, roadmap, and expectations for your Chapter to achieve engineering excellence in all results.

* Define and execute a workforce plan to attract, hire, build and retain the optimal skills for your Chapter.

* Responsible for decision making across the Chapter on standards, resources, and overall direction of work through proactive partnership with your Group Chapter Leader, Chapter Leaders, and Product Area Leaders.

* Collaborate with your Group Chapter Leader to plan for and provide the skilled talent needed to ensure squads have the right expertise, at the right time, to get work done.

* Facilitate learning at scale to promote skill, career, and development growth for chapter leaders and chapter members.

* Maintain and share knowledge and expertise on the evolving needs of customers, internal and external markets, and industry trends and changes across our chapter community.

* Support Chapter members regarding any cross-domain or cross-product area work.

* As the direct reporting manager for chapter members, you will be responsible for talent reviews, performance reviews, compensation decisions, goal setting, career development, and top talent recruitment practices.

* Advance Diversity and Inclusion through promotion of inclusive hiring practices, mentoring, and coaching.

* Ensure consistent deployment patterns are used across the Chapter and align with Chapter Area engineering guidelines.

****The Skills and Expertise You Bring****

* 7-10 years of functional experience in product management and/or technology, with a high level of agile, analytical, and coaching skills.

* 5 years of experience with mobile application development (iOS, Android) using Swift, Kotlin.

* Experience delivering highly secure, scalable, and resilient consumer facing native mobile applications.

* Experience working with DevOps metrics and should demonstrate awareness of managing, improving, and advocating for these metrics to drive Engineering Excellence.

* Experience partnering with Product, UX and Business stakeholders to break down strategy into actionable mission, goals, and deliverables.

* Proven track record, inspiring the creativity and innovation of your teams, creating a culture of inclusion, experimentation, exploration, and continuous learning.

* Ability to collaborate across business units, with peers and leadership to ensure chapter objectives, KPIs and standards are aligned.

* Ability to attract, hire, build and retain a pool of diverse, talented chapter members with the skills needed to execute today and in the future.

* Ability to effectively connect with and influence all levels of the organization and motivate change.

* Ability to negotiate and influence for favorable outcomes even at the most senior level.

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**Certifications:**

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**Company Overview**

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: *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, youll 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. And you dont need a finance background to succeed at Fidelitywe offer a range of opportunities for learning and growth so you can build the career youve always imagined. We welcome associates from different backgrounds and with different perspectives to help us innovate and make a difference for our customers and our communities.

We invite you to **Find Your Fidelity** at .

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 Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.

Fidelity will continue to keep the safety of associates and customers as our top priority and this will never change. As the pandemic evolves and Federal, State, and Local regulations emerge, it has become clear that knowing the vaccination status of all associates is critical to our safety efforts.

Therefore, Fidelity will require all candidates to disclose their COVID-19 vaccination status during the hiring process, and if vaccinated, provide proof of vaccine.

*This is not a requirement to be vaccinated. It is a requirement to report vaccination status and, if vaccinated, provide proof.*

**Fidelity benefits that adapt to everything life sends your way**

**Benefits With You in Mind**

Benefits for your whole life thats what youll find at Fidelity.

Youll find everything from perks that makes your daily life better to those big-picture, life-changing resources here with us. We have an amazing package of benefits and programs designed to help you thrive both in and outside of work.

**Family Programs**

* Adoption assistance

* Maternity & parental leave (16 weeks of fully-paid maternity leave and 6 weeks fully-paid parental leave)

**Wellness Programs**

* Dependent care flexible spending (FSA)

* On-site health & wellness centers