Director, Cash Solutions Personal Cards- Credit

Job Description

The Role

Key Responsibilities Can Include

Are you a self-starter and committed to delivering results? Do you enjoy delighting customers with outstanding customer solutions? We are seeking a results-focused and motivated associate who flourishes with working with internal and external teams to deliver outstanding Credit Card products and services. Our team is responsible for day-to-day product management and implementation, evolving our strategy through business analytics and insights, market and competitive intelligence, and business management practices. As a member of the team, you will collaborate with your team and lead or support significant strategic programs by defining problem statements, conducting research and/or analysis to find opportunities, recommending (and building consensus for) a solution that supports our offerings, leading solution implementation, analyzing solution results, and refining solutions over time based on results and customer feedback. Responsibilities of the job will include the following:

• Supporting critical initiatives within the personal card’s product area, including short term and opportunistic projects, while partnering with our analytics team to turn data insights into opportunities and recommendations
• Understanding the needs and problems of our customers while working with our customer research team to conduct surveys, interviews and evaluating the competitive landscape to understand differentiation, while working closely with our marketing team to develop compelling product strategies and marketing campaigns
• Collaborating in the design and implementation of end-to-end customer experiences, as well as with other teams across the enterprise to gather information to complete analysis and to drive projects.
• 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 vendors that issue and provide 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.

The Expertise And Skills You Bring

• 8 years of proven experience, focused in the financial services, credit cards area. MBA preferred
• Credit card program management with a large issuer and/or having management consulting or strategy experience.
• 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, with ability to cull large data sets into manageable analyzable data, as well as distill insights into a compelling story.
• Interpersonal skills; ability to work cross-functionally (e.g., technology, marketing, analytics, legal, etc.); strong listening skills to integrate different perspectives and achieve better outcomes
• 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
• Outstanding listening, verbal, written, presentation, and influencing skills to integrate different perspectives and achieve consensus with multiple audiences.
• Has the ability to write clear, concise product documentation and communications while maintaining compliance and regulatory standards as well as strong presentation and persuasion skills to achieve consensus with multiple audiences.
  
  

The Team

Fidelity’s Cash Solutions domain has critical building blocks for our customers. Our vision is to expand the role Fidelity can play in this critical area of customer finances, by offering innovative capabilities to serve the spending and saving needs of both new and existing customers.

Certifications

Category:

Product Management

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.