Senior Business Analyst, Customer Solutions

As a Senior Business Analyst in Fidelity’s Workplace Investing Customer Solutions Chapter, you will be a member of an Agile squad responsible for crafting an engaging experience for our clients. Day to day, you will work closely with a team of cross functional and dedicated squad members (product, technology, legal, compliance & risk partners) responsible for delivering specific business goals.

In this role, you will work with your squad to provide effective product partnership through communication, risk mitigation, quality assurance, effective delivery and build strong working relationships across the organisation. As a Senior Business Analyst, you must be a highly motivated self-starter with a sense of ownership, attention to detail, and be an effective liaison between stakeholders and your team.

The Chapter

WI Customer Solutions provides the WI Agile organization with business analysts that are responsible for helping the business achieve results. Our role is to turn business objectives into useful plans and solutions that deliver outstanding customer value.

The Product Area

The Service & Associate Experience (SAX) Product Area has responsibility for providing platforms, tools and guidance content to the WI Contact Centre to enable Contact Centre Representatives provide best in class service to Fidelity Customers as they solve Customer problems through phone, email and live chat channel interaction.

The Expertise and Skills You Bring

• Identify and document business requirements, current and future states, and provide constructive feedback for future process improvements.
• Experience with workflow design, data analysis, data visualisation, and impact analysis.
• Familiar with the Agile methodology concept and experience in agile tools such as Jira, Confluence, Mural or similar Agile backlog management tools (training is available)
• Define epics, user stories, acceptance criteria, facilitate story refinement sessions, and demo sprint deliverables.
• Lead the daily Scrums, Sprint Planning Meetings, Release Planning, Sprint Reviews and Retrospectives.
• Perform end to end Business Acceptance Testing and ensure the traceability of test cases.
• You take initiative to communicate issues/client feedback with Squad Leader/team and resolve issues in a timely manner.
• Strong written and verbal communication skills, including the ability to summarise and interpret information to influence key stakeholders such as Subject Matter Experts, and Business Partners.
• Manage dependencies across teams and work on multiple projects simultaneously.
• Proven leadership by mentoring peers and showcase critical thinking by managing conflicts within teams.
• 5-7 years transferable experience.
• Bachelor’s degree preferred.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.