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 ability to interpret data and translate it into actionable insights

• Excellent communicator and presenter with the ability to engage with various levels in an organization

• Ability to manage multiple initiatives simultaneously

• Client centric mindset- Deep understanding of customer needs and a passion for understanding and improving the client experience

• Proven ability to develop and successfully plan and manage projects and programs.

• Proficiency in working with data visualization tools to collect and organizing client data from various sources.

• Strong skills in Excel or equivalent tools to track relevant job tasks/lists

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team