Squad Leader, Credit Card Customer Experience Professional

2 days ago

Westlake, Ohio, United States Fidelity TalentSource LLC Full time

Job Description:

The Role

Fidelity Investments is seeking a highly skilled and experienced Squad Leader to join our Credit Card Customer Experience team. As a key member of our team, you will partner with strategic business partners to deliver committed outcomes and work with the scrum team to execute delivery of our credit card product features and releases aligned to the integrated product roadmap.

The Value You Deliver

  • Responsible for proactive research, analysis, and recommendation of new and existing feature opportunities that align to the credit card strategies to be shared with the Group Squad Leader for consideration.
  • Leverage product management discipline and technical acumen to execute product backlog.
  • Demonstrates strong technical acumen to translate, define, and understand technical requirements needed to deliver capabilities/features.
  • Responsible for contributing to a unified Product Backlog, owned by a Group Squad Leader and Chapter Leader, by breaking down, prioritizing, planning, and executing against delivery Sub-Initiatives.
  • Drive continuous delivery of Epics and Stories, aligned to Sub-Initiatives that have been prioritized.
  • Contribute to KPIs for products and product groups as defined by Product Area Leader, Group Squad Leader, and Chapter Leader.
  • Measures success and delivery output with enterprise delivery metrics and product value outcome metrics.

The Team

You will work with the Credit Cards Group Squad Leader, the Personal Cards Product Area leader, other Squad Leaders, Scrum Master, and various Chapter Leaders aligned to your squad. By demonstrating and promoting Fidelity agile practices, service-oriented leadership behaviors, you sustain and evolve our innovative culture.

The Expertise and Skills You Bring

  • Bachelor's degree required; graduate degree preferred.
  • 10+ years of professional experience; financial services and experience at a credit card issuer or co-brand partner preferred.
  • Strong working knowledge of different credit card platforms within the fintech world.
  • Proven success in delivering customer value in an overly complex and fast-paced environment.
  • Leading team directly or indirectly.
  • Working and building partnerships in a highly matrixed, cross-functional environment with collaboration and building strong internal and external business partnerships.
  • Defining and launching products and services from concept to scale in market using Agile methodology practices/ceremonies processes and tools.
  • Proven track record of developing, executing, and managing digital products and platforms.
  • Implementing innovative technologies and leveraging cloud-based solutions to enable speed and reuse.
  • Adept at synthesizing quantitative data and qualitative feedback, using a data-focused approach to understanding customer needs, translating strategic goals into action, and prioritizing to improve value delivered.
  • Ability to handle multiple, sometimes conflicting priorities, balancing the needs of Cash Solutions and key partners.
  • Skilled at influencing and motivating colleagues without formal authority, and have a track record of building successful teams.
  • You understand and have the skills for working across various technology platforms.
  • Excellent presentation skills as well as solid written and verbal communication skills; ability to synthesize and articulate complex to simple.
  • You grasp sophisticated product features and break them into clear and concise stories with well-defined business value and acceptance criteria.
  • You are skilled at running a highly diverse, non-co-located agile team.
  • Platform mentality, building for scale and reuse across multiple experiences.

Certifications:

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.

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts people's 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 top 10 Best Place to Work in 2024. 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. Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations, and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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.

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