Marketing & Communications
Senior Manager, Digital Marketing
- Jersey City, NJ
Salary depends on a variety of factors including location and experience. Your recruiter will discuss with you.
Salary: listed in the job description
or discussed with your recruiter
Job Description:
Position Description:
Creates engaging conversational content for a customer self- service virtual assistant (chatbot) to enhance user interaction and satisfaction. Analyzes performance data, identifies gaps in the virtual assistant's functionality, and uncovers opportunities for User Experience (UX) improvements using Tableau. Designs digital content, conducts UX writing, and prepares content strategy while balancing multiple workstreams. Defines, tests, and delivers best digital experiences using Natural Language Processing (NLP), chatbot architecture, Artificial Intelligence (AI), and Machine Learning (ML). Gathers requirements, creates dialogues and flows, and builds prototypes to create scalable and intuitive conversational experiences. Crafts compelling language and dialogue flows, facilitating customers in completing tasks and retrieving information seamlessly through the virtual assistant.
Primary Responsibilities:
- Creates graphics used in websites and manages website content and links.
- Prioritizes the needs of clients and balances the needs of business partners.
- Develops and maintains strong and effective relationships with internal and external business partners to execute deliverables.
- Assists with queue management and daily attainment of the Service Level Agreement (SLA) by designing digital User Interfaces (UIs) or websites.
- Evaluates web design following web and accessibility standards.
- Analyzes web use metrics to optimize websites for marketability and search engine ranking.
- Develops and tests layouts, interfaces, functionality, and navigation menus to ensure compatibility and usability across browsers or devices.
- Evaluates web design following web and accessibility standards using web framework applications and client-side code or processes.
- Designs and tests interfaces to facilitate human-computer interactions.
- Maximizes the usability of digital devices, websites, and software with a focus on aesthetics and design.
- Partners with key stakeholders to define content requirements.
- Leads the end-to-end content strategy, ensuring alignment with business objectives.
- Develops and implements information architecture and content for the virtual assistant, to optimize user interaction.
Education and Experience:
Bachelor’s degree (or foreign education equivalent) in Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, Strategic Design and Management or a closely related field and five (5) years of experience as a Senior Manager, Digital Marketing (or related occupation) leveraging expertise in conversation design, natural language processing, content strategy, user research, and data analysis to architect and iterate exceptional chatbot experiences within an agile development framework.
Or, alternatively, Master’s degree (or foreign education equivalent) in Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, Strategic Design and Management or a closely related field and three (3) years of experience as a Senior Manager, Digital Marketing (or related occupation) leveraging expertise in conversation design, natural language processing, content strategy, user research, and data analysis to architect and iterate exceptional chatbot experiences within an agile development framework.
Skills and Knowledge:
Candidate must also possess:
- Demonstrated Expertise (“DE”) designing and building conversational flows to guide users through complex tasks or informational retrieval in digital experiences including interaction patterns, dialogue trees, prompting models, and fallback handling by applying diagramming tools Lucidchart and Figma; defining and implementing tagging strategies, and metadata schemas in content management systems to organize conversational content into logical user-centric categories to improve deliverability and findability.
- DE working with Natural Language Processing (NLP) and Full-Stack Virtual Assistant Development– to leverage highly scalable enterprise-level platforms including Google Dialogflow for full-stack development and deployment of chatbot experiences; leveraging capabilities of NLP platforms — Amazon Lex and Nuance — including intent parsing, named entity recognition, and entitlement checks, to improve comprehension and personalization.
- DE working with content strategy and testing to create human-sounding conversational content for chatbot responses featuring personalization, acknowledgments, expectation management, small talk, fallback and error messaging to enhance user satisfaction; wireframing, prototyping, conducting research and UX testing using Figma, Adobe XD, and Voiceflow.
- DE performing data analysis to update product strategy by using data analytics tools including Tableau, Adobe Analytics, and Dashbot to uncover insights, identify gaps, inform iterative chatbot improvements and define product development roadmaps designed to support continuous improvement; working in agile development model, defining metrics and KPIs to track progress towards goals for innovation and continuous improvement.
Salary: $155,688.00 – $162,200.00 /year.
#PE1M2
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.
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 associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.
Apply Now
All fields are required.
This is my Fidelity
Benefits that adapt to everything life sends your way
401(k) with company match
Medical, dental, vision and prescription drug coverage
16-week maternity leave & 12-week parental leave
Student loan assistance
Fidelity is invested in you
Committed to Professional Development
At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.
We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.
Continuing Education & Training
- Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
- Video-based training for technology, leadership, management & more.
- Ongoing skills development and coaching opportunities.
- Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
- A range of talent development programs to support career mobility.
Mentoring
- Utilize the skills of experienced leaders to enrich your career.
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- An open atmosphere of knowledge sharing and collaboration.
- Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.
Our Commitment to Diversity and Inclusion
"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments
At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.
Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.
These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.
- Over 22K employees participate in an affinity group.
- Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
- 74% increase in affinity group memberships over the last three years.
Giving Back to Our Communities
Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.
Fidelity Cares
- Provides associates with opportunities to actively volunteer and share their talents.
- Hosts numerous company-wide volunteer events (in-person and virtual).
- Partners with nonprofit organizations to support our local communities.
- More than 12,000 associates donate time annually – from interns to SVPs.
- Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.
Fidelity Charitable®
- Created to make it easy for people to support charitable organizations they care about.
- Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
- Supported more than 300,000 unique charities around the world.
- Since its inception, more than $42 billion has been given to public charities.
