Client Experience Specialist

Job Description

This is a hybrid role with a mix of remote and in-office working
- Current work authorization for Canada is required for all openings._

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

What We Do

The Client Experience (CX) department is responsible for ensuring customers have positive

interactions with FCC throughout their lifecycle. The Client Experience Specialist will focus on the

quality of the customer experience by analyzing and understanding key touchpoints of the client

journey as well as analyzing various channels of feedback. A key responsibility of this role is to

visually map out and build fundamental FCC client journeys and associated artifacts including

client profiles and personas. The role assists in driving a customer centric approach within the

organization by providing actionable insights to optimize parts of the journey that are deemed as

pain points for the client. The role will be required to work closely with various departments across

FCC including Product, Marketing, Tech, Operations and Client Service teams to ensure a

consistent approach across all channels and drive delivery of a market leading advisor and middle

office experience. This role will also work with Fidelity Canada, Fidelity International, Fidelity Management and Research to leverage CX strategies and share and

exchange ideas and new approaches.

How You’ll Make an Impact- Develop, implement, and maintain detailed client journey maps to visualize and understand the client’s experience across all touchpoints that they have at FCC.- Identify critical key interactions and pain points in the customer journey and develop suggestions and strategies to address them.- Collaborate with cross functional teams to ensure consistency and alignment of customer journey across all touchpoints.- Partner and work closely with key FCC departments to embed advisor and middle office expectations into daily operational to promote a consistent FCC approach to Client Experience.- Facilitate workshops and discussions to align teams on client journey findings and action plans.- Be the coordination point bringing different functions together to map advisor and middle office journeys, both “as is” and “to be” states to ensure that FCC client needs are at the forefront of our consideration.- Champion the CX initiative across FCC to increase awareness of the importance of considering client needs during service and change management.- Ensure a consolidated and comprehensive understanding of the advisor and middle office expectations.- Work with the VP of Client Experience to develop CX programs- Assist in gathering client insights by conducting qualitative research and quantitative data to understand client behaviors needs and preferences.- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered.- Analyze the feedback through various key forums, surveys and data to inform journey mapping and improvement initiatives.- Collaboratively work with the appropriate FCC teams to align processes and systems to support client centric operations.- Identify opportunities for process improvements and recommend changes to enhance the overall client experience.- Work with data analytics teams to suggest the best CX related decisions based on the data.- Continuous improvement
- stay up to date on industry trends and best practices in customer experience and journey mapping to ensure continuous enhancement of processes.- Identify and assess risks that could negatively impact the client’s experience, satisfaction and overall relationship with the organization

What We’re Looking For- University Degree / College or equivalent work experience- 5+ year experience operating within a senior Customer Experience/Service role, preferably in the financial services industry- Customer journey mapping experience is an asset

What You Will Bring- Strong team player with the ability to collaborate in a cross-functional team environment- Ability to adapt and change approach in order to balance customer and business requirements- Emotional intelligence and listening skills, with the ability to understand and share the feelings of clients- Strong analytical skills with the abil