Director, Advanced Data Analytics and Insights

Fidelity Investments•Boston, MA

3d•Hybrid

About The Position

Position Description: Drives improvements to the digital experience for customers and advisors, with industry-leading data analytics, visualization, and experimentation approaches and tools. Transforms data into impactful business insights, using structured and unstructured data sources (including digital interactions, customer feedback, chat/call transcripts, customer profile attributes, platform logs, operational metrics, and financial transactions). Creates compelling visualizations, using Adobe, Elastic, Excel, SQL, and Tableau. Performs exploratory data analysis, using big data technologies and open-source platforms. Partners with business stakeholders to understand their critical business questions and data needs, assess opportunities, and measure the resulting impact of product/service enhancements on advisor productivity, client satisfaction, and business objectives and key results.

Requirements

Bachelor’s degree in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Information Management, or a closely related field (or foreign education equivalent) and six (6) years of experience as a Director, Advanced Data Analytics and Insights (or closely related occupation) performing data analytics and insights using SQL, Adobe Analytics, Tableau, or Snowflake in a large cross-channel enterprise environment.
Or, alternatively, Master’s degree in Business Administration, Computer Science, Engineering, Information Technology, Information Systems, Information Management, or a closely related field (or foreign education equivalent) and four (4) years of experience as a Director, Advanced Data Analytics and Insights (or closely related occupation) performing data analytics and insights using SQL, Adobe Analytics, Tableau, or Snowflake in a large cross-channel enterprise environment.
Demonstrated Expertise (“DE”) extracting, transforming, and analyzing unstructured and semi-structured data – text content and customer-centered feedback – to identify sentiment and extracting entities; performing text summarization and text classification using Qualtrics; and integrating data from multiple sources and internal data warehouses by creating standards and repeatable workflows to process at scale using Elasticsearch, Snowflake, Amazon Web Services (AWS) or Oracle.
DE quantifying and monitoring customer activities across channels by developing customer journeys using data preparation and visualization tools -- Power BI, Tableau, Kibana, and Excel; and furnishing actionable insights that enable business decisions through customer data mining using Cloud technologies – Elasticsearch, Snowflake, Oracle, or AWS.
DE parsing, summarizing, and visualizing customer journeys and behavior across digital and live activities using Python, and Tableau or Quicksight, and Postman or API methodologies; performing customer engagement optimization using statistical methods (inferential statistics, hypothesis testing, and A/B testing) and data analytics software (Python or SQL, and AWS or Elasticsearch).
DE performing marketing analytics (opportunity sizing, penetration, and marketing measurement) to inform strategies and optimize customer engagement funnels; and analyzing clickstream data, social media analytics, and customer call logs using SQL, R, Adobe Analytics, Tableau or Adobe Target, and ContentSquare.

Responsibilities

Presents and delivers actionable insights and recommendations to senior business leaders and product owners, enabling objective, informed business and product decisions.
Develops and executes comprehensive learning agendas that inform strategic business decisions and tackle the key business questions to which stakeholders need answers.
Based on business objectives, selects the optimal research/analytics metrics to measure project outcomes and validate key findings.
Analyzes customer and advisor interactions at every touchpoint to measure usability, effectiveness, and client satisfaction within the overall cross-channel client/advisor journey.
Drives a culture of experimentation, (including hypothesis generation, testing strategy/design and test implementation) to personalize and optimize the customer experience.
Contributes to project strategy and deliverable planning, influencing the vision and mission, work plans, and timelines.
Partners and collaborates effectively with technology, business, and analytics colleagues in an Agile development environment.
Develops and maintains working relationships with team members, client stakeholders, and peers.
Communicates project updates and recommendations to senior stakeholders, concisely and clearly.
Continuously improves data analytics and insights capabilities, monitoring innovation across the analytics industry, and spreading that knowledge and expertise throughout the organization.
Conducts regular sessions and works with teams across the enterprise to ensure data consistency on all platforms.
Collaborates with data enablement squads to bring in new data which improves customer analytics and ad-hoc deep dives.
Mentors new associates and brings them up to speed on business objectives and initiatives, data ecosystems, past projects, and forms partnerships across functions.