Director, Strategy & Business Transformation

Fidelity • Westlake, TX

1d • Hybrid

About The Position

The Contact Center Modernization initiative is a Top 25 priority focused on enhancing live channels and optimizing customer interactions. This role significantly impacts the experience of over 35,000 agents handling more than 70 million yearly customer interactions across Phone, Email, and Chat. The Director of Strategy & Business Transformation is a senior member of the Business Architecture team, responsible for shaping strategic technology investment decisions and leading multi-month, cross-functional initiatives. This position integrates business architecture, technology strategy, and financial analysis, translating complex business needs into actionable recommendations for the Contact Center modernization agenda. As a senior engagement leader, you will develop solution options and recommendations, lead high-impact workstreams, direct small analyst teams, and collaborate closely with senior leaders in Product, Technology, Architecture, Finance, and Operations. You will act as a trusted advisor, structuring ambiguous problems, framing critical decisions, and driving alignment on future-state capabilities.

Requirements

• BA degree or equivalent work experience
• 10+ years of experience in business analysis, finance, business architecture, or transformation roles. Or 7+ years of management consulting or equivalent experience (e.g., investment banking, corporate strategy)
• Proven ability to lead multi-month, complex strategic engagements end-to-end, guiding small teams and influencing senior stakeholders without direct authority.
• Senior-level communication skills, written and verbal, with the ability to deliver clear, executive-ready messages.
• Strategic influence with demonstrated ability to align diverse stakeholders and drive decisions.
• Experience developing business capability models and translating them into actionable investment implications and architectural recommendations.
• Strong background in top-down strategy development that connects high-level objectives to executable plans and measurable outcomes.
• Track record of taking a whole-business view, applying top-down thinking to complement bottoms-up analysis.
• Ability to synthesize business, technology, and financial perspectives to shape long-term investment decisions.
• Ability to bring structure to ambiguity, create clarity out of complexity, and lead teams through change.
• Demonstrated ownership mindset with a track record of delivering outcomes on high-stakes, cross-functional initiatives.
• Experience leading day-to-day work of project team members, including planning, feedback, and quality control.
• Data-driven decision making, using quantitative and qualitative inputs to recommend the best path forward.
• Comfort operating in fast-paced, highly matrixed environments with shifting priorities.

Nice To Haves

• MBA from a top-tier program

Responsibilities

• Owning projects end-to-end, from problem framing through final recommendations.
• Developing insights and actionable recommendations grounded in data and stakeholder input.
• Ensuring quality and accuracy of analyses, deliverables, and team outputs.
• Leading collaboration with Architecture, Finance, Product, and Operations to drive alignment and project success.
• Managing dependencies, risks, and impediments, escalating when needed.
• Partnering across levels of the organization to build alignment and guide project team members.
• Creating clear, executive-level communications that translate complex ideas into compelling recommendations.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees