Manager, Customer Experience (CX)

Fidelity will not provide immigration sponsorship for this position.

The Manager, Customer Experience (CX), drives execution of CX programs and the platform to reduce customer friction and improve satisfaction and loyalty. This role manages day-to-day CX program management, Qualtrics administration and integrations, and helps in CX analytics (basic SQL/Snowflake, Tableau). 

This role will be 100% onsite in our Boston, MA location.

Key Responsibilities 

CX Program Management & Operations 

• Run the operating cadence for CX programs and participate in driving its growth by developing new listening posts and evolving existing ones. 

• Partner with distribution, operations, and service teams to standardize processes and drive action on customer feedback. 

• Track and report program status, risks, and dependencies; manage Jira/Confluence and other artifacts. 

Platform Ownership (Qualtrics) 

• Serve as hands-on admin for Qualtrics (surveys, workflows, dashboards, roles/permissions, XM Directory, distributions). 

• Build dashboards and alerts for front-line and leadership audiences; enable closed-loop follow-up via Workflows (email, Teams, Salesforce, Jira)  

• Partner with IT/data to integrate Qualtrics with Snowflake, Salesforce, email/SMS (as needed) 

Analytics & Reporting (CX-Focused) 

• Use SQL (basic to intermediate) to query Snowflake for ad hoc analysis (joins, filters, aggregations) supporting insights and QA. 

• Build and maintain Tableau dashboards  

• Validate data quality across sources (Qualtrics, CRM, Snowflake); monitor and maintain data accuracy and quality; reconcile deltas and address lineage issues with data teams. 

• Bachelor’s degree required (Business, Analytics, Information Systems, or related). 

• 3 plus years in CX/VoC, service operations, or process/analytics roles (regulated financial services or complex service environments a plus). 

• Proven CX program management: intake/prioritization, roadmap/backlog, cadenced delivery, and stakeholder alignment. 

• Hands-on Qualtrics: survey build, workflows/automations, dashboards, roles/permissions, XM Directory; Text iQ familiarity. 

• Strong communication, facilitation, and documentation skills; ability to translate CX insights into process changes. 

• Clear written and verbal communication; strong stakeholder management. 

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

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.