Job Location: Bangalore
Job Description:
Job Title: Lead – Data Analytics & Insights – Advanced Digital Experience Product Area
Are you passionate about generating insights that help teams develop great customer experiences and make strategic decisions that drive business performance? Come join a world-class analytics team and work in agile way to help teams uncover key insights to empower the creation of the best customer experiences in the Financial Services industry.
The Purpose of This Role
As part of CKSI (Customer Knowledge & Strategic Insights Group) and embedded in the Natural Language Processing squad of Advanced Digital Experience Product Area, you will collaborate with a team of passionate and hardworking cross-functional members within your team and across Fidelity’s Personal Investing business. Your team’s focus is to understand customers’ interactions with Virtual Assistant channel and other Fidelity digital platforms, identify gaps and opportunities and drive analytics and insights to deliver seamless digital experiences.
The Natural Language Processing squad focuses on mining the customer chats with virtual assistant, identify customer intents, pain-points and streamline content for easy access on VA platform in response to customers’ needs.
As a Lead, you will employ your analytical expertise working directly with business stakeholders on cross-functional – product development, customer experience, marketing, and technology and AICoE teams to generate the insights needed to more deeply understand customers and to develop high-impact, efficient solutions and experiences. You will work with stakeholder teams to generate insights employing multiple techniques: customer analytics (e.g., mine customer databases to understand customer audiences, uncover hidden patterns and inform targeting), digital analytics, cross-channel analytics (phone, web, branch), experimentation, and measurement of in-market tests.
The Value You Deliver
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You empower customer experience and product development teams with data-driven and actionable insights to enable objective, informed decisions
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You drive and execute learning agendas that tackle the critical business questions to support smart business decisions and actions with pace
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Provide customer behavior analytics for digital properties
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Strong ability to gather insights from large sets of data on customer behavior utilizing a variety of prescriptive and/or predictive models or ability to work closely with data scientists to achieve actionable business insights
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You drive continuous improvement in data analytics and research capabilities, and you spread that knowledge and expertise throughout the organization
The Skills that are Key to this role
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You need to bring structured thinking, a data-driven approach, business savvy and a collaborative spirit to partner with stakeholders and understand critical business questions.
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You will be expected to conduct analytics and research that generates the actionable insights stakeholders need to deeply understand their customers and enable the development of high-impact, efficient solutions and experiences.
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You need to be able to translate quantitative analyses and research findings into accessible visuals for non-technical audiences, providing a clear view into interpreting data, and crisply communicating recommendations.
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You need to bring passion to your work and operate with a sense of purpose that inspires and motivates those you work with.
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You are expected to be intellectually curious, take initiative, and love learning new skills and capabilities.
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You should be able to switch focus based on changing priorities within fast paced team
How Your Work Impacts the Organization
In addition, as a member of the Analytics Chapter within Fidelity’s Customer Knowledge and Strategic Insights (CKSI) group, you will be part of the team responsible for maintaining / developing best-in-class analytical and research expertise, developing standards, and scaling self-serve data analytics, testing and experimentation approaches. By being a part of the Analytics & Research Chapter in CKSI you and your work are playing a critical role in powering Fidelity’s future.
The Expertise We are Looking For
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Minimum 6-8 years of relevant work experience in Data Analytics
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Bachelor’s and Post-graduate qualification from top-tier institutions. MBA or equivalent qualification would be preferred
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Bachelor’s degree in a quantitative / technical field such as Engineering, Economics, Statistics and / or MBA, consulting, or agency experience
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Proficiency with programming / database querying tools (SQL, R, Python, etc.)
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Prior exposure to measurement analytics e.g. test and control or A/B testing
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Experience with data visualization applications (Qlik, Tableau, etc.)
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Experience with digital analytics (e.g., site analytics, digital media measurement, social listening, testing) using tools like Adobe Analytics, Adobe Target, Adobe Audience Manager, Google Trends, etc., is a plus.
Location for This Role: Bangalore – EGL
Shift timings: 11:00 am – 8:00pm (these are the official working hours so as to enable overlap with the US; that said, associates can exercise flexi logins/logouts from office and work remote for calls/meetings with the US)
Certifications:
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. Fidelity India has been the Global Inhouse Center of Fidelity Investments since 2003 with offices in Bangalore and Chennai. For information about working at Fidelity, visit India.Fidelity.com.
Fidelity Investments is an equal opportunity employer.
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