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Head of Customer Insights

2 months ago

Smithfield, Rhode Island, United States Fidelity Investments Full time

Position Overview:

Team Dynamics

This role is integral to our Strategic Research and B2C Customer Experience/VOC Center of Excellence team, leading customer research initiatives across the organization. The individual in this position will play a pivotal role in collaborating with a central Research & Analytics team, focusing on the design of research and the delivery of actionable insights. Building partnerships will be essential, as this role will engage with various business units and teams, working closely with fellow strategic research professionals.

Required Expertise

  • Ph.D. in Behavioral Science or a related field
  • 2-5 years of relevant business experience with an emphasis on customer insights
  • Proven experience in direct customer insights
  • Experience collaborating with internal leadership and external partners
  • Proficient in analyzing customer datasets and synthesizing findings
  • Skilled in both qualitative and quantitative research design and execution
  • Knowledgeable about the latest marketing insights technologies and methodologies
  • Detail-oriented with a strong ability to navigate ambiguity
  • Exceptional writing and storytelling capabilities
  • Agile methodology experience is a plus
  • Global research experience is advantageous

Key Skills

  • Strong leadership in customer insights with a focus on behavioral science
  • Robust research and quantitative analytical skills, with the ability to synthesize findings into actionable recommendations
  • Adept at designing primary research studies
  • Skilled in connecting customer sentiment insights with behaviors
  • Ability to influence internal stakeholders and external clients through insightful analysis
  • Delivery of insights is objective and impartial
  • Ability to work independently while collaborating with a broad insights team and key internal partners
  • Results-oriented approach with a focus on prioritizing work effectively
  • A curious mindset with a passion for developing exceptional customer insights

Value Proposition

  • Leading customer insights initiatives with a customer-centric approach
  • Integrating insights from both primary and secondary research sources
  • Driving insights within the organization and externally with clients
  • Utilizing program management skills to coordinate efforts across partners
  • Demonstrated ability to align research and analytical insights with business applications
  • Articulating the value of insights and proactively seeking additional opportunities to deliver value

Company Overview

Fidelity Investments is committed to enhancing the financial well-being of our clients. We assist individuals in investing and planning for their futures, support organizations in providing employee benefits, and offer investment and technology solutions to institutions and independent advisors.

Join Our Team

At Fidelity, you will discover numerous opportunities to build a meaningful career that positively impacts lives, including your own. We provide flexible benefits that support you throughout your career journey, enabling you to thrive both professionally and personally. Recognized as a Best Place to Work, we offer a range of learning opportunities to help you achieve your career aspirations.

We value a flexible working environment that balances personal and business needs, encouraging a hybrid work model. We invite you to explore the opportunities available at Fidelity Investments, where diversity and inclusion are fundamental to our culture.