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DATE ADDED: Fri 10/01/2020

Global Digital End Investor Experience Lead

reigate, UK


JOB TYPE: Permanent, FullTime

SALARY: Negotiable

Role overview

As Digital End Investor Experience Lead for the Digital Global Platform, Advisory and Workplace Investing team, this role will work to progress Fidelity's digital agenda and embed innovative ideas, working with the business to design, develop and run solutions to maximise business benefits in our transactional experiences. Specifically, this role will be supporting our strategic and continuous improvement roadmaps across our Personal and Workplace Investing business in the UK and globally.

A critical element of this role is for the successful candidate to build strong working relationships and embed into cross-functional, global teams, helping to drive forwards Fidelity's strategic roadmaps. The successful candidate will need to have strong organisational skills with a key ability to prioritise and flex across a varied portfolio of work.

Key Responsibilities


  • Creates and nurtures key relationships with key business stakeholders to establish a well understood roadmap of strategic and continuous improvement demand
  • Delivers against a global, multi-channel change portfolio, providing effective communications to Global Platform, Advisory and Workplace Investing stakeholders
  • Lead and motivate wider Digital Experience team members to deliver digital solutions in order to meet the needs
  • Ensures digital solutions are commercially viable and meet the strategic aims of Fidelity within specified business cases
  • Propose solutions to improve digital touchpoints based on collection of data and results from both qualitative and quantitative research


  • Provides day-to-day leadership and oversight for the management, delivery and performance of digital transformation on your change portfolio
  • Responsible for ensuring quality of work and necessary documentation to complete a successful handover between the Digital End Investor Experience team and Digital Experience Studio's for delivery of work where required
  • Maintains visible programme backlogs, highlighting successes, reporting on progress and actively removing blockers for the team to ensure continuous flow of work

Key Internal Interfaces:

  • Head of Digital End Investor Experience - direct reporting line
  • Experience and Service Design Leads from wider Digital Experience team to ensure synchronization in building out roadmaps and service the wider business
  • Digital Standards & Practice team to build out and evolve the Global Design System and UX Framework
  • Digital Experience Studio leads to ensure studio resources are delivering quality outputs
  • Channel and marketing senior stakeholders to define and deliver against strategic and continuous improvement roadmaps

Experience and Qualifications Required:

  • Established track record in similar capacity / industry / coverage with demonstrable experience of stakeholder engagement at the highest level
  • Strong creative intuition, able to deliver ground-breaking, innovative conceptual thinking, whilst also having an engineering and analytical mindset to work out organisational and business implications
  • Expertise within Global Platform, Advisory and Workplace Investing or other related business channel
  • Experience of working harmoniously with technology, marketing and businesses teams to align around creating and implementing digital solutions
  • Excellent communication and leadership skills, with a proven track record of influencing and motivating others at a senior level to achieve results and exceed targets. Ability to communicate complex and emotive topics to different audiences through a range of data, written and verbal methods
  • Significant experience in deploying digital best practices for Digital based solutions, continuous optimisation within a mid-large organisation
  • Experience of preparing, delivering updates, strategies and presentations to all parts of the organisation
  • Proven project and programme management experience and ability to deliver results in a fast paced and energetic environment
  • Substantial change management experience across multi-functional, multi-site, multi-product and multi-distribution channel
  • Proven experience of building team dynamics to deliver outcomes through a structured approach.
  • Comfortable operating in a matrix environment with multiple stakeholders; able to drive impact through influence as much as control
  • Deep understanding of all digital platforms
  • Passion for digital services and with an understanding of customer needs and behaviours in a digital environment
  • Some financial services experience required, although experience from other sectors such as general retail also valuable
  • Knowledge of financial services industry
  • A willingness to travel and work overseas

We are committed to being an inclusive and diverse company to work for and strive to create a culture where flexible working is encouraged so that we retain and attract the best talent by offering working patterns that suit both individual and business needs