CRM Solution Lead

About the OpportunityJob Type: Permanent

Application Deadline: 02 May 2025

Title:                      Solution Lead - CRM Technology                                          

Department:        ISS Delivery - Systems Analysis Sub-chapter

Location:              London

Reports To:         Systems Analysis sub-chapter Lead

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Global Platform Solutions business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

We are committed to being a truly flexible employer, encouraging and trusting our people to perform their role in the way that works best for them, our business, our colleagues and our clients. We offer the maximum possible flexibility over where and when you work for all, considering your role and any local regulations. We call this new approach “dynamic working”.

Find out more about what we do, our history, our new approach of “dynamic working“ and how you could be a part of our future at careers.fidelityinternational.com/about-us.

Our Values

Integrity - Doing the right thing, every time and putting the client first

Trust - Empowering each other to take the initiative and make good decision

Our Behaviours

Our employees should be:

Brave - Challenge the status quo, be accountable and speak up

Bold - Act with conviction, encourage diverse thinking and keep things simple

Curious - Learn to do new things in better ways and encourage fresh thinking

Compassionate - Have empathy, care for colleagues, clients and the community

Department Description

The role sits within the ISS Delivery team focused on scoping and implementing CRM technology solutions that support the requirements of Fidelity’s global distribution and client propostion teams. This role works closely with global business stakeholders to assess their technology needs, define potential solutions via relevant technologies, and oversee the development and implementation of proposed solutions.

Purpose of the Role

The role is focused on helping to implement / execute strategic deliverables on the CRM stack for the distribution and client proportsion functions. This scope includes supporting sales, service, product and marketing demands. It requires a skill set that encompasses the full spectrum of solution design and business analyst activities during various phases of an initiative’s lifecycle.

It is a role focused on having conversations with business stakeholders, identifying, and clarifying their challenges & requirements, turning these requirements into globally scalable solutions, and overseeing the implementation of these solutions via internal and external delivery partners. The role is both business and technology facing and will require excellent relationship management and communication skills to ensure expectations are aligned across business and technology.

The ideal candidate is comfortable working closely with business, architecture, technology and change teams to create solutions in the CRM space ideally on Salesforce (opportunity management, case management, workflows, KPI visualisation, etc.) Familiarity with custom solutions and configuration of Salesforce to optimise user experience is highly relevant. The ideal candidate has familiarity with a broad range of client technologies including: Marketing Automation, CRM, Content Management, Case management, etc. A deep understanding of Salesforce and wide understanding of various technologies (and how to leverage them) is very valuable.  

The candidate should be comfortable organising and running workshops to drive out prioritised requirements, connecting the dots between requirements to ideate solutions, working with various stakeholders for input, and providing playback to various stakeholders.

In addition to the above, the candidate is a self-starter who understands and has an appreciation for user experience, user journey / workflow design, and general business analysis skills including the defining, analysing, and documenting of business requirements, designing technical and workflow solutions as well as comfort Project Managing the deployment of solutions from idea to delivery.

Key Responsibilities

Project Execution

• Act as a facilitator, solution specialist & requirement gatherer on behalf of CRM technology, working with internal teams
• Provide input into (and be comfortable owning) project timelines, estimates, action plans and risk management procedures
• Building narratives, visual supports and running playback sessions to communicate potential solutions and drive buy-in
• Ensure timely completion of work in line with project deadline and schedule

Requirements Planning and Management

• Comfortable working with others (eg Programme Managers and Business Sponsors) to define the scope for change initiatives
• Ensure that all Stakeholders have a common understanding of what challenges are being solved and what proposed change is being delivered
• Be self-sufficient in identifying and understanding business requirement/issues, working to connect the dots between various conversations
• Identify & escalate, as appropriate, issues & instances where an agreed target or deadline is at risk or will not be met
• Build a view of view of potential solution options tied to business benefits

Requirements Analysis and Documentation

• Form part of the conversation with the business on their target operating model
• Identify requirements effectively and efficiently leveraging the appropriate workshop tactics or design thinking principles
• Produce different forms of analysis documentation to an appropriate level of depth helping to articulate the demand and capture the details of specific requirements
• Deliver presentation and / or workshops on requirements to stakeholder groups
• Regularly review and edit requirements, specifications, business processes, estimates and recommendations relating to the proposed solution, to ensure they are up to date throughout the life cycle of the project
• Partner with various members across the Fidelity ecosystem to ensure requirements are complete and reflective of end-to-end demands across all areas (ie: avoid building siloed solutions)
• Creating and delivering presentations that articulate the solution(s) with the appropriate level of detail  

Experience and Qualifications Required

Knowledge:

• Experience within Salesforce and how to customise the solution to meet client needs is essential
• Knowledge of broad range of client technologies (and how they connect with Salesforce / CRM) is useful; deep knowledge of Salesforce (Sales Cloud, Service Cloud, Email Relay [O365]) is extremely valuable
• Strong working knowledge of / familiarity implementing Service workflows and processes is very useful
• Business Analysis experience including project management and execution methodologies - consultancy experience a plus
• Previous experience building service solution, with ability to speak to various integrations, is useful
• Good understanding of how various solutions interact to deliver a joined-up client experience
• Familiarity with workflow solutions (Appian, Camunda, etc) desired

Skills

• Strong working knowledge of Salesforce CRM
• Excellent requirements analysis and consultative skills, with a logical approach to problem solving
• Ability to operate effectively with limited oversight in a demanding and fast paced environment
• Excellent communication (written & oral), interpersonal and relationship management skills; comfort questioning status quo
• Ability to review and propose solutions / make recommendations on existing solitons
• Strong toolbox of activities to drive out business requirements (ie: Design thinking)

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.