You will be part of a team responsible for the creation and support of agent facing bots on multiple channels. Our team builds solutions that allow associates to interact digitally with support systems in increasingly human ways, on the channels that are critical to the customer service experience to help get the job done for any customer request. As part of the team, you will be enabling customers and associates to get the most out of what Fidelity can offer through the creation of intuitive and highly engaging experiences for today’s digitally savvy world. This role is for someone looking to build a career in the fast-moving arena of natural language digital solutions, who can help the team execute on a mission critical customer experience driven vision.
The Value You Deliver
Leveraging your skills and knowledge to contribute to the team’s success
Developing an understanding of the business domain in order to participate in discussions, planning, and provide feedback to drive the team and product forward
Designing/developing/implementing capabilities on the customer and associate virtual assistants in an Agile/Scrum team
Designing the end to end integration for our human complemented virtual assistant solution and ensuring that the customer digital experience and dialog integrates seamlessly with the associate experience.
Completing and ensuring customer content synchronization so that customer tasks are completed end to end – from UI all the way to the back-end platforms
Providing design and technical consulting with key business partners and stakeholders so that complex topics are completely understood – working closely with team business, system and data analysts on in an agile manner.
Helping to define the user model and user interface for PI agent facing bots and their features.
Gauging the usability of new and existing products and making constructive suggestions for change
Developing high level and/or detailed storyboards, mockups, and prototypes to effectively communicate interaction and design ideas.
Participating in the full agile process and gain exposure to the best practices of business acceptance and production validation to ensure requirements are met and the customer experience is not compromised
At Fidelity, we are focused on 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 associates for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelitycareers.com
The Expertise You Have
2+ years of commercial or academic experience executing/leading work for digital or AI powered products.
Test/measure/learn. You are an expert capable of defining champion challenger populations and at times execute the measurement itself.
Meaningful work or academic experience with analytics. Experience with vector algebra / probabilities (conditional or not) and statistics / game theory concepts.
Can retrieve your own data; read/write SQL and build basic dashboards.
Work or academic experience with or exposure to data science software like Python / R
Experience with continuous scoring or Bayesian concepts.
Experience with human centered interaction design.
Experience working in situations of complex interdependencies with internal partner or external vendors
Excellent leadership, communication and collaboration skills.
The Skills You Bring
You are a leader in the Natural Language Processing / AI / Statistics, and you are responsible for the implementation aspects of our new products and capabilities. You are a visionary that can clearly communicate with the team and Fidelity senior leadership. You help the team plan and execute against set targets and can communicate product vision or new product features. When you showcase new features, the organization rallies behind you and commits to adopting the product because it understands how it directly and measurably improves the client or associate experience.
You are responsible for ensuring that operations and client service teams understand the exact what/ when / how of the new products you are working on. You are a tinkerer that is passionate about adding the next customer experience or altering an existent feature to existent products. You are a proponent for best practices and guidance and you comfortably straddle the line between tech and business.
You are methodical in your approach and understand how to test and bring an innovative product to market in an enterprise setting. You are responsible for building measurement plans and dashboards that report test progress for such plans.
You are responsible for understanding how NLP based products integrate seamlessly into the larger Fidelity AI ecosystem. You are capable of working with and informing the work of data science and engineering teams.
You are passionate about Artificial Intelligence and Natural Language Understanding and are able to demonstrate your passion through your contributions to the AI community.
Level of experience (years):
Mid Career (2+ years of experience)
About Fidelity Investments
Fidelity Investments provides financial services and investment resources that help its users meet their financial objectives.