Customer Experience Analyst Jobs in Raleigh, NC (NOW HIRING)

Note: Fidelity will not provide immigration sponsorship for this position.

Position Description:

Organizes and streamlines data to facilitate business decisions using data visualization tools - Excel and Power BI. Designs, builds, and tests User Interface (UI) pages and transactions using metadata driven UI. Performs business, data, or system analysis and program management of enterprise-wide initiatives (digital platform for UI/User Experience (UX) development, tools, services, knowledge, and support). Defines and coordinates project scope to maintain and improve platform services (product management, omnichannel experience, customer delivery, UI/UX, and platform technology sub domains). Documents UI and system requirements, cross-application dependencies, and business rules in Confluence, Share Point, and Mural. Develops digital capabilities for a cohesive customer experience across products and channels, by focusing on customer needs, emerging technology, trends, and enterprise goals. Partners with cross-functional teams to drive successful outcomes using structured stakeholder communication and requirements review processes. Coordinates corporate actions and client-requested enhancements with regulatory awareness and process management. Ensures compliant, accurate, and timely execution of client projects and process initiatives within Service Level Agreement (SLA) and contractual deadlines.

Primary Responsibilities:

• Defines and leads enterprise-level support strategies.
• Develops and implements best practices for systems support.
• Establishes full project life cycle plans for complex systems analysis projects, and defines project scope.
• Maintains technical documentation to support customer onboarding and self-service.
• Collaborates on quarterly team roadmaps and establishes milestones for achievement.
• Synthesizes customer needs, emerging technologies, and financial trends into business strategies.
• Identifies gaps in technology and suggests business solutions in consensus with stakeholders for implementation.
• Participates in quarterly allocations to support customer communication and maintain product databases.
• Identifies opportunities for scaling products and creates demo transaction pages on UI (for customer's attention).
• Schedules and conducts requirement gathering workshops to elicit requirements according to enterprise best practices.
• Collaborates across product areas to craft and validate ideas for digital capabilities.
• Collaborates to improve performance and scalability of applications.
• Mentors junior team members.
• Advises senior leadership on support operations and service improvements.
• Mentors junior analysts.
• Performs independent and complex technical and functional analysis for multiple divisional initiatives.
• Develops innovative solutions to enhance support efficiency and service delivery.

Education and Experience:

Bachelor's degree in Computer Science, Engineering, Information Technology, Information Systems, Analytics, or a closely related field (or foreign education equivalent) and five (5) years of experience as a Principal Business Analyst (or closely related occupation) analyzing data and ensuring system functionalities according to established business requirements, using Project and Portfolio Management (PPM) methodologies.

Or, alternatively, Master's degree in Computer Science, Engineering, Information Technology, Information Systems, Analytics, or a closely related field (or foreign education equivalent) and three (3) years of experience as a Principal Business Analyst (or closely related occupation) analyzing data and ensuring system functionalities according to established business requirements, using Project and Portfolio Management (PPM) methodologies.

Skills and Knowledge:

Candidate must also possess:

• Demonstrated Expertise ("DE") creating user stories and requirements to guide the design and implementation of outbound data solutions and ensure compliance with external interface requirements in a financial services environment; and creating visual representations and data-driven reports of workflows using Excel, Tableau, and Power BI to enhance analysis and decision-making.
• DE designing and executing comprehensive test plans to document and validate end-to-end data flows and user models against documented requirements, performing data analysis, and querying operational datasets using SQL within cloud-based environments -- Snowflake, Azure, and Microsoft (MS) Access; and coordinating projects focused on data automation and process improvements to reduce manual effort and eliminate repetitive tasks using Control-M.
• DE troubleshooting production incidents by analyzing system logs, conducting self-directed investigations, and incorporating feedback from users and client benefit centers (plan sponsor benefit administrators or authorized client representatives) or third-party vendors, including actuarial data providers; performing Root Cause Analysis (RCA) and analyzing operational data for trends and anomalies within a production financial services environment; and providing long-term fixes by identifying impacted populations, designing intermediate resolutions, and creating documentation using Confluence.
• DE optimizing operational workflows to enhance efficiency and alignment with business objectives using Agile methodologies; analyzing defined benefit plan designs, administrative rules, and system configurations through scenario modeling, benefit formula evaluation, and compliance monitoring; and coordinating prioritized requests and project deliverables by implementing workload prioritization, dependency tracking, and deadline management using Agile or Kanban methodologies (Jira and Cloud Coach) within multi-project operational environments.

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Fidelity's Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.