Director, CE Service Model Engagement - IWMS

Job Description:

The Director of Client Experience (CE) Service Model Engagement will help develop capabilities that enhance the experiences of clients, CE associates, and internal business partners. This work focuses on Fidelity Institutional Wealth Management Services (FIWMS) and Fidelity Institutional (FI) business and technology initiatives that impact Clearing and Custody clients, as well as the broader Client Experience organization.

We represent CE and our clients’ interests while leading efforts to proactively design consistent, scalable and digitized service models that support platform development initiatives. The Director will also lead and contribute to internal consulting engagements focused on optimizing how CE delivers service and support.

This role has two primary areas of focus. It supports CE’s readiness for initiatives by aligning service models with platform enhancements and preparing associates to support changes that impact the client experience. This includes collaborating with product and technology teams to anticipate impacts, define service requirements, and support associate readiness.

Second, the role involves consultative efforts to optimize CE’s operational effectiveness. This may involve designing new service models, refining existing ones, or recommending operational changes that drive greater efficiency, scalability, and consistency across the organization.

The Role

Partner with the hiring VP to implement the team’s operating methodology, including engagement criteria, deliverables, tools, reporting, and governance.

Build and cultivate positive partnerships across CE, business, technology, and other teams to ensure early visibility inro product development pipelines, participation in design, while developing effective collaboration. Leverage and develop a network of subject matter experts to support project teams and contribute to a differentiated client experience.

Lead and participate in recommendation development, design, and implementation of new or refined service models. Manage a portfolio of prioritized projects, working cross-functionally to propose and implement changes that deliver consistent, end-to-end service experiences for our clients and associates while driving operational efficiency. Find opportunities to improve communication and readiness around new and enhanced technology and product initiatives and releases.

The Expertise and Skills You Bring

• 7-10+ years of proven experience in financial services, ideally in service and support and/or operations organizations
• Strong consulting and project management experience
• Experience leading a portfolio of initiatives in a matrixed management organizational environment
• Ability to define and operate at a strategic level but also stay focused on day-to-day execution  
• Strong relationship building skills
• Ability to help drive service model design and support other CE associates in these efforts
• Experience with product development and service model design methodologies  
• Ability to deliver results in a fast paced, high pressure, high visibility environment 
• Exceptional communication, interpersonal, and organizational skills

The Team

This role will report to the VP of CE Service Model Engagement within the CE Strategy & Enablement team and will have relationships across all of CE.

The base salary range for this position is $95,000-186,000 USD per year.  

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the I