Director, Customer Experience

Fidelity • Covington, KY

1d • Hybrid

About The Position

The Role Do you thrive in an environment that offers breadth and a chance to utilize your strategic, relationship building, collaboration, and operational abilities? If so, the Director Inbound Customer Experience is a role to consider for your next career move. The Inbound Customer Experience team resides within the Inbound Support Services team and part of the broader Inbound organization within the Operations and Services Group (OSG). As a leader on the Inbound management team, the role is responsible for an organization of four associates, supporting the Inbound and Remittance Operation teams and multiple cross-enterprise Fidelity business partners. The Team The Director of Inbound Customer Experience reports to the VP of Inbound Support Services. This overall team consists of Strategic Business Architect Director, Director of Product and Strategy, Customer Experience Managers, and Customer Research Associates supporting the Inbound and Remittance organizations. As Director of Customer Experience, you will be responsible for driving solutions for our Fidelity business partners leveraging Inbound capabilities and forging relationships to increase efficiency and effectiveness in the end-to-end workflow process across Fidelity while continuing to own the business partner day-to-day relationship. The Expertise and Skills You Bring Ability to connect the Inbound vision with the work that Inbound Customer Experience drives for the firm Ability to analyze end-to-end business workflows and identify opportunities to reduce redundancy and improve efficiency Drive and ability to proactively support large-scale enterprise programs such as OSG Paper Elimination Program Proven track record of building, developing and leading teams of professionals Ability to use change management techniques to influence the attitudes and behaviors to drive adoption to new processes and tools Strong leadership with excellent communication and effective team building skills Proven ability to provide structure, coordination, and support to ensure Inbound Senior Team awareness and engagement on relevant topics supporting Inbound customers Demonstrated ability to influence and consult with senior leaders Strategic thinker with a problem-solving mindset and a collaborative approach Ability to manage multiple priorities and navigate ambiguity with confidence This role involves direct interaction with our customers; therefore, a strong executive presence and the ability to engage effectively with senior-level stakeholders are essential The Value You Deliver Identifying end-to-end workflow opportunities, recommending improvements, and committing to enabling the optimal solution Communicating Inbound strategic objectives and product roadmap Inbound customers Collaborating across technology, customer, and operations teams to identify and implement effective digital solutions Engaging in proactive, forward-looking, and strategically aligned solutions for the enterprise document processing landscape Maintain a deep understanding of Inbound’s capabilities/solutions and how they are leveraged by our customers across the end-to-end workflow Continuing to evolve the long-term vision for Inbound Customer Experience and outlining tactical steps to achieve stated goals/objectives Leading, growing and coaching the team to develop build skills and abilities Building and maintaining strong collaborative relationships across the enterprise

Requirements

• Ability to connect the Inbound vision with the work that Inbound Customer Experience drives for the firm
• Ability to analyze end-to-end business workflows and identify opportunities to reduce redundancy and improve efficiency
• Drive and ability to proactively support large-scale enterprise programs such as OSG Paper Elimination Program
• Proven track record of building, developing and leading teams of professionals
• Ability to use change management techniques to influence the attitudes and behaviors to drive adoption to new processes and tools
• Strong leadership with excellent communication and effective team building skills
• Proven ability to provide structure, coordination, and support to ensure Inbound Senior Team awareness and engagement on relevant topics supporting Inbound customers
• Demonstrated ability to influence and consult with senior leaders
• Strategic thinker with a problem-solving mindset and a collaborative approach
• Ability to manage multiple priorities and navigate ambiguity with confidence
• This role involves direct interaction with our customers; therefore, a strong executive presence and the ability to engage effectively with senior-level stakeholders are essential

Responsibilities

• Identifying end-to-end workflow opportunities, recommending improvements, and committing to enabling the optimal solution
• Communicating Inbound strategic objectives and product roadmap Inbound customers
• Collaborating across technology, customer, and operations teams to identify and implement effective digital solutions
• Engaging in proactive, forward-looking, and strategically aligned solutions for the enterprise document processing landscape
• Maintain a deep understanding of Inbound’s capabilities/solutions and how they are leveraged by our customers across the end-to-end workflow
• Continuing to evolve the long-term vision for Inbound Customer Experience and outlining tactical steps to achieve stated goals/objectives
• Leading, growing and coaching the team to develop build skills and abilities
• Building and maintaining strong collaborative relationships across the enterprise

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed