Director, Digital Transformation

Job Description:

The Role

As a Director, you will lead high-priority digital transformation initiatives that deliver both client value and business outcomes, including reducing cost-to-serve, increasing digital adoption, and enabling scalable, reusable capabilities. You will operate at the intersection of product, strategy, operations, and analytics—bringing structured thinking, customer obsession, and execution rigor.

This is a highly visible role requiring frequent engagement with senior leadership, where you will influence decisions through clear storytelling, data-driven insights, and well-articulated business cases. Candidates must be able to leverage data to inform decisions, synthesize and clearly communicate insights, and apply a customer-first mindset with ownership, curiosity, and a commitment to continuous learning to deliver impactful results.

Key Responsibilities

• Apply a consulting-style problem-solving approach to identify and prioritize high-friction opportunities across client journeys
• Develop and present data-driven business cases that align customer needs with enterprise value
• Lead end-to-end execution of strategic initiatives—from hypothesis and design through delivery, adoption, and measurable outcomes
• Partner cross-functionally with product, technology, operations, and analytics teams to drive transformation at scale
• Use customer insights, data, and experimentation to inform strategy and continuously improve experiences
• Shape and influence the roadmap for future transformation initiatives that streamline servicing and improve business performance
• Communicate effectively with senior executives, synthesizing complex topics into clear, actionable recommendations

What We’re Looking For

• Proven experience in management consulting, digital strategy, or product leadership roles
• Strong structured problem-solving and analytical skills with the ability to break down complex challenges
• Customer-centric mindset with a passion for improving end-to-end digital experiences
• Track record of driving large-scale transformation initiatives with measurable results
• Exceptional executive communication and storytelling skills, with comfort presenting to senior leaders
• Ability to influence without authority and lead across highly matrixed organizations
• Bias for action, ownership, and delivering outcomes in fast-paced, ambiguous environments

The Expertise and Skills You Bring

• Bachelor’s degree required; MBA or other advanced degree preferred
• 10+ years of progressive experience in strategy consulting, transformation, or enterprise program leadership; financial services experience is a strong plus
• Proven success in leading large scale transformation initiatives from ideation through execution with measurable impact on cost, efficiency or revenue
• Expertise in digital transformation, customer servicing & segmentation, or channel orchestration strategy in large matrixed organization
• Strong track record of leading complex initiatives across functional lines with measurable business outcomes
• Ability to craft executive-ready presentations and business cases to drive decision-making
• Comfortable managing multiple priorities in a matrixed, fast-paced environment
• Past experience in identifying root causes and design practical solutions — applying a consulting mindset to frame problems, size opportunities, and mobilize execution.
• Strong communication and organizational skills; capable of influencing without authority
• Have a strong analytical background and use data to drive insights
• Comfortable using dashboards, external / internal trends, behavior signals and client metrics to derive insights and shape enterprise thinking

The Team

The Digital Strategy Transformation team is part of Fidelity’s Digital Products organization, focused on scaling client adoption and enhancing experiences across channels. The team runs enterprise-wide transformation plays that directly impact customer experience, operational efficiency, and business growth.

We partner across channels, journeys, and platforms to reduce friction, simplify servicing, and embed reusable solutions that scale across the firm. Our work connects business strategy with execution — ensuring outcomes that matter for customers, associates, and Fidelity overall.

You’ll be joining a high-performing team that values creativity, accountability, and ownership — and you’ll have the opportunity to directly influence how Fidelity evolves its transformation capability.

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.

Certifications:

Category:

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.