lead the strategic vision for how Fidelity incentivizes and rewards customer behavior to drive deeper engagement, loyalty, and long-term value
define and build the next generation loyalty program, grounded in customer insight and aligned to enterprise growth priorities
develop the loyalty strategy roadmap, including guiding principles, program design, and measurement framework, ensuring a consistent and scalable approach across the Fidelity consumer base
establish a clear view of high-value behaviors and lifecycle opportunities, translating them into actionable marketing strategies
lead an outside-in approach to strategy development, leveraging customer research, interviews, and analysis of NPS and engagement drivers to shape differentiated experiences that strengthen relationships and increase retention
guide test-and-learn initiatives to refine program components and optimize impact over time

10+ years of experience in marketing, CX, business strategy and/or loyalty
Deep experience in customer strategy, loyalty, and lifecycle marketing with a strong track record of building customer-centric programs that drive measurable business outcomes
Ability to translate customer needs into scalable, enterprise-level strategies
Outside-in mindset, combining customer research, behavioral data, and competitive insight to inform strategy and decision making
Strong people leader who coaches teams to think strategically, apply customer insight, and deliver with clarity and focus

comprehensive health care coverage and emotional well-being support
market-leading retirement
generous paid time off and parental leave
charitable giving employee match program
educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

Head of Loyalty Strategy

Key skills