Sarah Riley Email & Phone Number

Boston, Ma, Us

As the leader of the customer experience and look-ahead strategy team at Fidelity, I ensure vibrant and meaningful interactions for users across Fidelity.com, the mobile app, and the desktop trading platform.Spearheading forward-looking initiatives within Fidelity's retail brokerage product area, I lead a cross-functional team in uncovering crucial customer insights and formulating strategies crucial to future roadmaps.Pioneering an innovation program within this business unit, I emphasize breakthrough and disruptive innovation alongside sustaining innovation and fundamental research. I plan and organize the development of forward-thinking product strategies to support key enterprise endeavors, fostering alignment and collaboration among various teams.Additionally, I initiate primary research on emerging product features for retail investors, employing a blend of quantitative and qualitative methodologies to ensure optimal solution development.My key contributions are:• Achieved a groundbreaking 7x increase in performance with first experiment launched to market by overseeing research and implementation of scalable personalization strategy.• Attained remarkable 7% boost in options trading adoption and surpassed control benchmarks by crafting and executing targeted guided experience strategy.• Streamlined digital experiences for self-directed investors and pioneered innovative solutions in ecommerce design for brokerage, 'investing-as-a-service' features, and guided options trading experiences.• Researched, designed, and implemented strategies to deliver personalized product experiences to 20 million+ brokerage customers, enhancing overall satisfaction and engagement at scale.• Developed comprehensive product roadmap driven by Jobs to be done research, including solution inventory, gap analysis, and primary research insights to inform current and future solutions enterprise-wide strategy.

Boston, Ma, Us

As the leader of a new initiative, I built a Go To Market practice area inside an applied technology incubator, including enabling technologies for business- in-a-box and strategic product marketing and launch strategies. I was accountable for spearheading product strategy and roadmap development across the scan/try/scale framework, and evangelized the value of Fintech Launchpad to senior leadership. I worked collaboratively with product leaders to define offering construction for products preparing to launch, inclusive of pricing strategy, segment strategy, fee structure, unit economic modeling and financial modeling. The value I delivered: • Protected crucial Fidelity Investments intellectual property in blockchain by designing and implementing a POC for the acquisition and custody of domain NFT’s for the firm, including fidelityinvestments.eth, and nearly 200 other domains.• Designed and delivered 5 technical POCs and 3 MVPs in enabling technology like CRM, Marketing Automation and Payments with a goal of democratizing access to valuable customer data.• Drove fluency amongst product managers and analysts on my team in emerging brokerage platforms, tokenized mining funds, crypto data and analytics, crypto trading, and algorithmic trading solutions through understanding market trends, competitive analysis, market demand & sizing, and customer segmentation.• Created customer-first go to market strategies for next gen brokerage platform and clearing broker dealer, crypto data, analytics and trading and a tokenized mining fund

Boston, Ma, Us

As the leader of product and community strategy for Forge Community, I played a pivotal role in establishing it as the fastest-growing single-family office community in the US. Through design sprints, iterative research, and user testing, I successfully aligned the community around a monetization model.Additionally, I provided guidance on firm-wide client community initiatives, fostering collaboration and knowledge sharing. Directing cross-functional teams, I facilitated the transition from startup agility to scalable operations.Engaging daily with the development team as the technical product owner, I ensured the successful attainment of goals. Furthermore, I pioneered and deployed an innovative broker-dealer associate program, facilitating active engagement in exclusive private community forums.My significant achievements are:• Accomplished 128% in monthly member growth and maintained 60% adoption rate, while achieving 15% market penetration rate by March 2020.• Ensured scalability and long-term growth by proactively overseeing launch of digital offering in March 2020.• Streamlined market viability across B2C, B2B, and B2B2C channels by delivering a cohesive and desirable set of member benefits.• Played a vital role in pivoting from partner model to internal build model after rigorous competitive platform assessment.• Maximized customer engagement marketing strategies by leveraging Salesforce Experience Cloud, CRM, and Marketing Cloud solutions.• Drove executive decision-making by implementing dynamic OKRs and real-time dashboard systems utilizing product data.

Boston, Ma, Us

As the driving force behind growth marketing for bSolo, a fintech startup within Fidelity Labs, I conceptualized and implemented a defensible unit economics model for SaaS and subscription products, ensuring financial viability and sustainability.Utilizing web and product data analysis, I identified acquisition chokepoints and devised strategies to enhance customer adoption and address concerns effectively.Spearheading the adoption of agile and scrum methodologies within the Go-To-Market squad, I facilitated streamlined processes and progress towards a scaled scrum approach, aligning product and marketing efforts for greater efficiency and synergy.My key successes are:• Provided 10K leads within four months at $3.87 CPL and boosted the social community by 147%, while leading Go-To-Market initiatives for bSolo at organization Labs.• Played a leading role in creation of award-winning campaigns recognized by Google for Brand Awareness and Recall.• Achieved remarkable boost in website conversion from 1.27% to 10% among prospects by organizing media and web tests.

Durham, Nc, Us

As a dedicated professional spearheading the global launch of the webinar product line across three time zones, I fostered collaboration between product and ecommerce teams to ensure a seamless rollout and maximize market impact.Additionally, I led the global initiation of Salesforce Marketing Cloud as a squad leader, prioritizing the creation of an asset library to enhance marketing efforts and streamline campaign execution. Through strategic planning and effective coordination, I facilitated successful implementations that aligned with organizational objectives and drove tangible results.My key accomplishments are:• Produced $10k in revenue in one month by extending certificate program to segments with strong product-market fit.• Optimized operations from back office to member experience and loyalty by proactively facilitating expansion of continuing professional education products to global scale.• Streamlined revenue and margin and empowered six project delivery teams by partnering with executive leadership on daily basis.• Boosted accessibility and efficiency by introducing learning solutions through LMS for initial global B2B deal.

Durham, Nc, Us

As a pioneer of the inaugural trial membership initiative, I collaborated closely with development and product teams to conceptualize and implement this groundbreaking program.Building and nurturing trusted relationships with key customers, management, and stakeholders, I ensured their buy-in and support throughout the initiative's lifecycle.Through effective communication and collaboration, I facilitated the successful launch and maintenance of the trial membership, delivering value to both the organization and its customers.My major contributions are:• Played a pivotal role in accomplishing 37.5% YOY growth in membership for Personal Financial Planning discipline.• Accomplished notable enhancement from 35% to 44% by improving email open rates.• Generated $200K in retention revenue through successful planning and implementation of robust member renewal test

Raleigh, North Carolina, Us

As the leader of a team of ten account managers and coordinators, I prioritized excellent relationship management with major clients, ensuring their needs were met and expectations exceeded.Collaborating closely with the development team, I played a key role in delivering IBM's inaugural mobile application on newly acquired software deployed at global trade shows, enhancing the company's presence and impact.Partnering closely with clients, I crafted comprehensive strategies to ensure seamless content delivery across the entire customer journey, enhancing engagement and satisfaction.Additionally, I mentored diverse talent in content creation, design, production, and animation, fostering the delivery of captivating digital storytelling content that resonated with audiences. Through these efforts, I drove success both internally and externally, contributing to the achievement of organizational goals and client satisfaction.My significant advisements are:• Provided $10MM book of business at Centerline Digital and advanced from Senior Account Manager to Account Director.• Established robust client relationships and evolved into trusted strategic advisor for IBM, Lowe's Home Improvement, GE, and Citrix.• Obtained successful outcomes for complex development projects and attained profitability with first digital product by successfully pioneering agile scrum methodologies within agency.

Chicago, Il, Us

Cincinnati, Ohio, Us

Cincinnati, Ohio, Us