Job Description:

The Role

Contact Center Modernization is a Top 25 initiative focused on ensuring Fidelity continues to differentiate in the live channels and make every interaction matter. This work impacts the experience of upwards of 35K agents that manage more than 70M yearly customer interactions through Phone, Email, and Chat channels. Come be part of a team that is redefining how associates in the live channel will interact with customers for years to come!

We are looking for a Director of Strategy & Business Transformation who is a senior member of the Business Architecture team responsible for shaping strategic technology investment decisions and guiding multi‑month, cross‑functional initiatives. This role sits at the intersection of business architecture, technology strategy, and financial analysis—translating complex business needs into actionable recommendations that advance our Contact Center modernization agenda.

As a senior engagement leader, you will shape strategic roadmaps by developing solution options and recommendations, leading high‑impact workstreams, directing small analyst teams, and partnering closely with senior leaders across Product, Technology, Architecture, Finance, and Operations. You will serve as a trusted advisor who brings structure to ambiguous problems, frames critical decisions, and drives alignment around future‑state capabilities.

Your responsibilities include:

• Owning projects end‑to‑end, from problem framing through final recommendations.
• Developing insights and actionable recommendations grounded in data and stakeholder input.
• Ensuring quality and accuracy of analyses, deliverables, and team outputs.
• Leading collaboration with Architecture, Finance, Product, and Operations to drive alignment and project success.
• Managing dependencies, risks, and impediments, escalating when needed.
• Partnering across levels of the organization to build alignment and guide project team members.
• Creating clear, executive‑level communications that translate complex ideas into compelling recommendations.

The Expertise and Skills You Bring Leadership & Consulting Skills

• BA degree or equivalent work experience; MBA is a plus
• 10+ years of experience in business analysis, finance, business architecture, or transformation roles.
• Or 7+ years of management consulting or equivalent experience (e.g., investment banking, corporate strategy), ideally with an MBA from a top-tier program.
• Proven ability to lead multi-month, complex strategic engagements end-to-end, guiding small teams and influencing senior stakeholders without direct authority.
• Senior-level communication skills, written and verbal, with the ability to deliver clear, executive-ready messages.
• Strategic influence with demonstrated ability to align diverse stakeholders and drive decisions.

Business Architecture & Strategy

• Experience developing business capability models and translating them into actionable investment implications and architectural recommendations.
• Strong background in top-down strategy development that connects high-level objectives to executable plans and measurable outcomes.
• Track record of taking a whole-business view, applying top-down thinking to complement bottoms-up analysis.
• Ability to synthesize business, technology, and financial perspectives to shape long-term investment decisions.

Execution & Problem Solving

• Ability to bring structure to ambiguity, create clarity out of complexity, and lead teams through change.
• Demonstrated ownership mindset with a track record of delivering outcomes on high-stakes, cross-functional initiatives.
• Experience leading day-to-day work of project team members, including planning, feedback, and quality control.
• Data-driven decision making, using quantitative and qualitative inputs to recommend the best path forward.
• Comfort operating in fast-paced, highly matrixed environments with shifting priorities.

Note:

Fidelity is not providing immigration sponsorship for this position.

The Team

You will operate within the Business Architecture Center of Excellence, collaborating with strategists, technologists, and business partners across the enterprise technology organization. The team partners broadly to define future‑state capabilities, evaluate investment pathways, and ensure alignment with firm‑wide priorities. Our culture emphasizes intellectual rigor, relationship‑building, and delivering measurable business value.

Certifications:

Category:

Consulting Support

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

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.