In a world where technology is constantly evolving, Fidelity’s Digital Experience (DX) team is devoted to providing the easiest, simplest, and fastest servicing experience to Fidelity’s clients. With 2021 already proving to be record breaking, DX faces new challenges every day. We know our current state is not perfect, but our customer obsession drives us to reimagine and innovate solutions to meet each and every customer’s need. We are striving for a seamless digital experience for our clients.

Are you curious what it is like to work in DX? Let’s hear from Mashell Cox, a Squad Leader in the Client Interaction Experience Tribe, who shared her story with us.

Q: Tell us more about your role.

Mashell: As the Squad Leader for the Content Management solutions, I provide vision, define the strategy, and develop partnerships across the firm to deliver new capabilities & experiences in our content management solution. Making content available at the right time and place no matter the device or solution is foundational for every interaction between a Fidelity client & associate.

One challenge I get to solve everyday is on product vision, and to ensure the long-term vision for my product is clearly defined for the team and also aligns with the long-term goals and objectives of Fidelity. Another challenge is the priority of work that the team undertakes daily. As a Squad Leader, I must constantly be aware of the impact and value our work will have on the associates and client experience. Therefore, only bringing the work to the team that is considered the highest value to the associates and Fidelity, since we must all be good stewards of time and resources.

Q: How does your team impact Fidelity and Fidelity customers?

Mashell: My team provides associates with the ability to access Fidelity’s Policy and Procedures information as they interact and guide customers when they are making important financial decisions that affect their families.

Q: What makes you proud to work for DX at Fidelity?

Mashell: I am proud to work for a company that invests and supports their employees growth professionally and personally. Beyond the investment in my growth as a leader at Fidelity, I feel my voice is heard–not only as a leader–but as a black woman. 2020 was a tumultuous year, and Fidelity’s stance and openness to have the tough, uncomfortable conversations at every level radiated a sense of pride that I shared with my family. Much to their surprise, they were shocked and pleased to see Fidelity being transparent and vulnerable to have such conversations at work. We all know having these conversations are key to facilitating next steps.

Q: What makes you excited about the work you do every day?

Mashell: By nature, I am a problem solver. I love solving all types of puzzles, figuring out how to get out of an Escape Room, etc. Therefore, as a Squad Leader, I enjoy removing impediments that would prevent my team from achieving our goals/objectives and executing the strategy to meet our associates’ and customers’ needs no matter where they are in the process. When there is shoutout about content, I have a huge smile because that’s my solution! Knowing that my work is helping our associates and clients make decisions that have a significant impact on their lives is quite rewarding.

Q: What about Fidelity influences you to want to stay and continue to grow here?

Mashell: I stay because Fidelity has such a wide variety of opportunities from women leadership in technology, engaging activities/events presented by the Employee Resource Groups, and the continued investment in my personal and professional growth. I’ve had the opportunity to participate in several leadership development programs that have not only aligned with my personal and professional goals, but have challenged me positively. If you are looking for a positive challenge (things to make you better or become the BEST), growth, and end-less opportunities, then Fidelity is a great place to get all of these.