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 seeking a Senior Strategy Analyst who will be an important member of the Business Architecture team focused on technology investment decisioning and contributing to multi-month, cross-functional initiatives. This role blends financial analysis, business architecture concepts, and technology insights to help shape recommendations that advance our Contact Center modernization mission.

Operating in a fast-paced environment, you will conduct structured analyses—including journey mapping, capability assessments, financial modeling, and qualitative research from subject matter experts and industry benchmarks. You will help define future‑state processes, identify pain points, quantify opportunities, and develop clear, actionable recommendations. Deliverables commonly include executive-ready presentations, business cases, and strategic roadmaps.

This is a high‑visibility, high‑learning role that will develop consulting‑grade analytical, communication, and problem‑solving skills.

Note: This role is not a traditional business analyst or requirements gathering position.

Responsibilities include:

• Owning individual workstreams within larger, multi‑month projects and delivering high‑quality outputs.
• Developing and maintaining core analytical artifacts such as financial models, journey maps, capability assessments, and process views.
• Collaborating with cross‑functional stakeholders (e.g., Architecture, Product, Finance, Operations) to gather inputs, validate assumptions, and understand context.
• Synthesizing large amounts of qualitative and quantitative information into clear insights that support recommendations.
• Preparing executive‑ready materials, including presentations, business cases, and summaries that communicate complex topics clearly.
• Supporting project leaders by structuring analyses, managing tasks, and contributing to problem‑solving discussions.

The Expertise and Skills You Bring

Education and Experience:

• Bachelor’s degree required.
• 1–3 years of experience in strategy, business analysis, finance, or technology-related roles.

Analytical and Strategic Skills:

• Strong analytical capabilities with the ability to form hypotheses, test them using qualitative and quantitative data, and synthesize insights.
• Exposure to financial modeling with the ability to learn quickly and build robust models under guidance.
• Ability to break down complex problems and translate them into structured workstreams and clear deliverables.
• Foundational use of structured problem‑solving techniques (e.g., MECE, issue trees, option framing) to organize thinking and approach analyses systematically.

Communication and Collaboration:

• Excellent written and verbal communication skills, including the ability to synthesize complex information.
• Strong collaboration skills and comfort working in ambiguous, fast‑paced, highly matrixed environments.
• Proactive, organized approach to managing tasks, timelines, and stakeholder interactions.

Interest and Mindset:

• Curiosity about digital transformation, emerging technologies, and Contact Center modernization trends.
• A growth‑oriented mindset with enthusiasm for learning, taking ownership, and contributing meaningfully to project outcomes.

Why this role?

• Exposure to strategic technology investments that shape the future of our Contact Center ecosystem.
• Opportunities to work closely with senior leaders and influence enterprise-level decisions.
• Hands-on experience with strategy, finance, and technology initiatives, building a strong foundation for future career growth.

Please 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.