Squad Leader, Voice of the Customer Platform

Job Description:

At Fidelity, we are dedicated to understanding and improving the customer experience. Our Voice of Customer (VoC) platform is at the heart of this mission, providing actionable insights that drive our business forward. We are looking for a sophisticated and experienced Squad Lead to join our team and be responsible for the development of our VoC platform.

The Role

As the Squad Lead for the Voice of Customer Platform, you will be responsible for leading a cross-functional team to deliver innovative solutions that collect and analyze customer feedback from multiple channels, both digital and non-digital. You will partner with leaders to define the product vision, prioritize features, and ensure the successful delivery of the platform.

Key responsibilities include:

• Product Vision: Define and communicate the product goals and strategy for the VoC platform, aligning it with the company’s overall goals and customer needs.
• Backlog Management: Build, prioritize, and own the product backlog, ensuring that the team is working on the most valuable features.
• Partner Collaboration: Work closely with collaborators, including marketing, customer support, and engineering teams, to capture requirements and ensure alignment.
• Team Leadership: Lead and mentor a squad of developers, designers, and QA engineers, encouraging a collaborative and high-performing team environment.
• Agile Practices: Implement and promote Agile methodologies within the team, ensuring efficient and effective delivery of product increments.
• Customer Focus: Champion the VoC, ensuring that customer feedback different channels (e.g., surveys, social media, call, digital interactions) is coordinated into the product development process.
• Data Science Collaboration: Collaborate with Data Scientists to build and improve classification models and large language models (LLMs) to drive faster and deeper actionable insights.
• Performance Metrics: Define and own key performance indicators (KPIs) to measure the success of the VoC platform
• Platform Mentality: Bring a platform approach to the role, focusing on building scalable, flexible, and robust solutions that can adapt to evolving business needs and integrate seamlessly with other systems.

The Expertise and Skills You Bring:

• Experience: 10+ years of experience in product management or a similar role, with a focus on customer feedback or analytics platforms
• Leadership: Shown experience leading cross-functional teams and driving product development in an Agile environment.
• Technical Skills: Solid understanding of software development processes and technologies. Experience with data analytics and customer feedback tools.
• Communication: Excellent communication and interpersonal skills, with the ability to articulate sophisticated ideas to both technical and non-technical partners.
• Education: Bachelor’s degree in Business, Computer Science, or an equivalent. Advanced degree is a plus.

The Team

We are the Analytics Product team that own multiple analytical products/platform! This is a cross channel team that works with business partners to innovate and push the boundaries of scalable analytics. Our Platforms supports Billions of impressions across channels with hundreds of millions of events & data signals flowing through the platform. We are a multi-disciplinary team that work across Fidelity in new and innovative ways to deliver platforms at scale.

Certifications:

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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 every other week (all business days, M-F) in a Fidelity office.