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Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.
Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach "dynamic working".
Find out more about what we do, our history, our new approach of "dynamic working" and how you could be a part of our future at careers.fidelityinternational.com/about-us.
Integrity - Doing the right thing, every time and putting the client first
Trust - Empowering each other to take the initiative and make good decision
Our employees should be:
Brave - Challenge the status quo, be accountable and speak up
Bold - Act with conviction, encourage diverse thinking and keep things simple
Curious - Learn to do new things in better ways and encourage fresh thinking
Compassionate - Have empathy, care for colleagues, clients and the community
About Global Digital Experience
The Global Digital Experience team provides ground breaking digital solutions to deliver market leading digital client experiences and creating innovative ideas that bridges mobile, desktop, back office and other digital media to provide solutions and services that are driven by customer insight and business & local Market demands across PI, Wholesale, Institutional, Advisory and DC/Workplace Investing.The Global Digital experience team places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity's strategic goals, deliver best in class digital experiences to our customers, and provide exciting growth opportunities for our employees.
Purpose of the Role
As an Digital Experience Manager/ Senior Manager you will work in partnership with the business to drive strategic change and continuous improvement for our investment platforms. You will be responsible for having an in-depth understanding of the digital service offering, products and customer to develop the right digital experience for new
initiatives, features and complex enhancements. You are a strong leader who thrives on solving tough design challenges with other people using a creative and user-focused approach. You may have relevant experience in user experience design and user research, wishing to transition to a product management or digital generalist role.
Manage demand from business channel. Help coordinate teams to triage demand to determine who leads and who is involved in the design of each project or initiative.
Help drive the roadmaps by working with stakeholders to determine relative business priorities and by providing tangible guidance on user experience effort and approach.
Lead on the planning and kick-off of complex experience briefs. Set the design direction following a design thinking approach. Work with the business channel, technology and other stakeholders to understand the problem, run discovery workshops, explore high-level ideas and develop out roadmaps/ requirements/ user stories.
Be the conduit between the business channel and design studios (UX and UI designers). Provide detailed experience briefs or user stories and be available to support and guide at the start of the detailed design phase to ensure quality of output. Act as the point of contact for escalation.
Work with UX Designers and the Analytics team to define tagging requirements to align to our analytics framework.
On new initiatives, lead/initiate the UX design, mapping user journeys and drive research, before liasing with UX/UI designers to round up designs.
Activity promote how digital aligns to the overall vison to ensure everything we do reflects brand intention and the experience we want our customers to feel when they interact with us.
Build an in-depth understanding of the customer by driving customer research, and by actively tracking feedback and analytics. Be able to use this knowledge to influence persona creation working with a User Researcher. Seek out opportunities to create business value and improve the customer experience based on this insight. Appropriately articulate opportunities to ensure they are reviewed and actioned by stakeholders.
Build a deep understanding of our investment platforms and products. Be involved in mapping out as-is and future state service blueprints for all customer journeys.
Understand how Fidelity compares to the competition to establish benchmarks and success criteria to drive differentiation to be market leader.
Build strong relationships with stakeholders by actively seeking to understand goals and pain-points. Continually educate on the value of a user-centered design approach.
Form strong partnerships with other key teams within Digital. Define and continuously improve ways of working to ensure the best outcome for our customers.
Experience and Qualifications Required:
Relevant experience in a Digital Experience role and/or user experience designer role.
Bachelors, Masters or PhD degree in a relevant field is desirable (e.g. usability, human factors, HCI, sociology, psychology, service design, computer science).
Experience in financial services is desirable but not required.
Fluent in written and spoken English. Fluency in Cantonese and Mandarin is preferred.
Strong strategic and creative intuition due to extensive experience deploying digital solutions for enterprise businesses following a user-centered design process.
Excellent communication and leadership skills with a proven track record of influencing and motivating others at a senior level to achieve results. Ability to communicate complex and emotive topics to different audiences.
Ability to run ideation workshops to drive scope and set the design direction of projects.
Good project management, people management (physical and/or virtual teams), and reporting skills.
Experience working with analytics tools to derive insights.
Experience in facilitating discovery workshop
User experience design and knowledge in user research is desirable.