Head of Customer Advocacy and Experience
About The Position
The Head of Customer Advocacy will lead the translation of customer feedback into meaningful business improvements and investment priorities. This leader will drive cross-functional initiatives that improve the customer experience by identifying root causes, influencing product and operational roadmaps, and partnering across the enterprise to implement sustainable solutions. They will also serve as the business owner for customer complaint strategy and resolution. This role reports to the General Manager of the Fidelity credit card program. This leader is expected to lead all customer servicing, operations, and complaints-related forums with the partner. While the role is heavily partner-focused, it will have significant internal visibility because the initiatives will drive improvements across the bank. The ideal candidate combines deep credit card operations expertise with product management discipline and a passion for customer advocacy. They are equally comfortable analyzing data, engaging with executive stakeholders, and leading complex initiatives that span operations, technology, servicing, risk, and product teams.
Requirements
- Bachelor’s degree or equivalent work experience.
- 8–10 years of relevant experience in financial services, credit cards, product management, operations, customer experience, or related disciplines.
Nice To Haves
- Demonstrated experience leading complex cross-functional initiatives from strategy through execution.
- Experience leveraging customer feedback and operational data to influence product or business strategy.
- Strong analytical, communication, and executive presentation skills.
- Knowledge of credit card servicing and operations, including disputes, fraud, customer service, fulfillment, or servicing processes.
- Product management experience with a track record of defining requirements and influencing technology roadmaps.
- Experience performing root cause analysis and driving enterprise-wide process improvements.
- Strong understanding of customer experience measurement, complaint management, and operational excellence principles.
- Ability to build relationships and influence stakeholders across all levels of the organization without direct authority.
- Proven ability to balance customer advocacy with risk, regulatory, operational, and financial considerations.
- Experience developing executive-level metrics, dashboards, and strategic recommendations.
- Familiarity with Agile methodologies and change management practices is a plus.
Responsibilities
- Dedicated point person for all operations and complaint-related initiatives and forums.
- Own the end-to-end customer complaint management strategy, including governance, prioritization, root cause analysis, and resolution.
- Establish a disciplined process for converting customer feedback into actionable business recommendations and investment opportunities.
- Lead cross-functional initiatives that improve the customer experience across servicing, disputes, fraud, alerts, communications, fulfillment, and digital experiences.
- Partner with Product, Operations, Technology, Risk, Marketing, Compliance, and Customer Service teams to define and execute strategic enhancements.
- Develop executive reporting and dashboards that identify emerging trends, quantify customer impact, and measure improvement over time.
- Advocate for the voice of the customer in product development, strategic planning, and investment decisions.
- Build business cases for enhancements by combining complaint data, operational metrics, financial impact, and customer insights.
- Influence prioritization across multiple stakeholder groups to ensure resources are focused on initiatives with the greatest customer and business value.
- Drive continuous improvement efforts by identifying systemic issues and implementing scalable, long-term solutions.
- Present recommendations and progress updates to senior leadership and executive forums with clarity and data-driven insights.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
