Senior Vice President, Head of Customer Inclusion

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Senior Vice President, Head of Customer Inclusion

As the Head of Customer Inclusion, you blend deep strategic skills, a rich appreciation for customer insights, with product and operational expertise. You align to WI in recognition of the broad WI customer base but will work across the Fidelity enterprise to deliver on strategic plans.

Strategy & Prioritization:

Critically, you will advise the firm's leadership on our inclusion priorities based on an understanding of our firm's value and goals in concert with the needs of our underserved customers. You will develop these into a clear multi-year strategic plan, with milestones, goals and investments required, that you will own and deliver at the most senior levels of the organization. As such, you will be data driven, measurement-obsessed and responsible for showing meaningful progress along the continuum of diverse customer engagement, ultimately ending in new money to Fidelity, reduction in negative customer (e.g., debt) and Fidelity outcomes (e.g. brand perception).

Leadership/Team Management:

You deliver a clear overall Fidelity Diverse Customer Outcomes strategic plan with your team to interpret through unique and intersectional community needs. As a leader, this intersection of strategy and deep community insights, will allow you to prioritize a multi-year roadmap for the organization that shows progress in advancing key segment needs, starting with the foundational (e.g. data tagging) and rapidly moving to aspirational (e.g. influencer strategy). Community segments currently targeted for CIT support are Black, Asian, Hispanic, Disability, Military and LGBTQ . Key partners will be the women, young and the Uniform Customer Segmentation teams.

As a player/coach, you will guide the execution of the firm's strategic priorities (e.g. products, marketing communications, education materials) through your team as well as business partners and enablers who span the enterprise. You will work closely with your team and maximize value by ensuring you ruthlessly prioritize, collaborate and model executive decision making. By role modeling, coaching, and promoting Fidelity Leadership behaviors, you will empower your team and sustain an innovative agile culture.

Influencing and Partnership:

You bring a clear strategic plan to partners who will be critical in implementing the plan and achieving success. Acting in an agile format and structure, you will partner with other leaders across Fidelity to define your goals, shape roadmaps and collaborate to deliver an inclusive experience. You will influence solution development and engagement strategies in service of your strategic plan. Specifically:

• Partner with WI marketing activation to ensure sponsors and WI customers (lower segment) are primary recipients of customer outcome growth
• Provide leadership and partner with Personal Investing marketing activation teams, including ensuring communications strategies, content and partnerships are on our inclusion brand. Also, leadership in Women and Young.
• Partner with all major business units including PI and Fidelity Institutional to ensure consistency in our customer inclusion approach across the enterprise.
• Work in partnership with other Agile leaders supporting the Customer Inclusion team.
• This leader will also need to collaborate with our Aspire ERG team and our Global Head of Diversity & Inclusion.
• A strong partnership with Product Area leads is critical as multiple agile teams will be driving the solutions identified by this team.
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The Expertise You Have

Strategic vision to help define Fidelity's position in a constantly evolving customer inclusion landscape:

• Proven track record for bringing diverse customer experiences to life; subject matter expertise on topics of D&I. Proven ability to build strong partnerships with other D&I workstreams, Employee Resource Groups, and the Head of Global Diversity & Inclusion and their teams
• 15 years of functional experience in product management, technology and/or business, with high level agile, analytical and coaching skills. Deep strategy and / or 5 years strategy consulting experience preferred.
• Ability to navigate large cross functional org to drive customer and brand value; experience leading multiple teams across business units and experience engaging with senior internal and external clients and partners

This is a multi-year commitment - patience, ability to show small wins and move the needle towards a larger goal over time will be critical.

The Skills You Bring

• You lead with authenticity and bring management experience building direct teams, as well as large x-functional teams who do not report to you. You actively draw people towards you, your vision and you build coalitions around you.
• You bring strong organizational skills with history of growing talent, establishing processes and embracing technology solutions
• You have a proven track record of inspiring others to deliver results and impact, first starting with listening
• You have strong interpersonal and relationship building skills that enable you to engage cross-functionally and at all levels of the organization; exemplify culture carrier
• You utilize a data-driven approach for decision making, both in day-to-day leadership and strategic tradeoff analyses
• Passion to do new things and think creatively about solving diverse customer segment problems
• Communication and interpersonal skills, with the ability to structure and deliver presentations clearly, crisply, and compellingly. Excellent verbal and written skills with proven ability to champion recommendations and influence decisions at all levels of management.
• Executive presence, with the ability to command attention, inspire confidence, and guide strategic discussions with senior-level management

The Value You Deliver

• Enabling an agile and frictionless organization by role modeling agile behaviors
• Proactively partnering with other Agile leaders to understand the needs of clients and other stakeholders
• Communicate the strategic priorities, vision and mission, to execute the broader business strategy and maximize value delivered
• Measure performance through established Key Performance Indicators and deliver agreed upon business, technology, and people results
• Implement frameworks/practices to ensure everything we do is inclusive -- Measure and deliver the outcomes of those practices.
• Remove impediments to deliver value
• Sharing relevant insights, knowledge, and developments across teams and Fidelity Business Units

Please see below for the salary range for work locations in Colorado only:

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Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

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Please see below for the salary range for work locations in California only:

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Please see below for the salary range for work locations in Washington only:

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Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling "Dynamic Working."

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.