Joe Neville
Vice President, Business Analytics and Digital Transformation @Fidelity Investments
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WORK HISTORY
Vice President, Business Analytics and Digital Transformation @Fidelity Investments
Covington, KY, US
Lead enterprise-wide transformation initiatives focused on improving service delivery, reducing operational cost, and scaling high-volume customer operations across digital and frontline channels Translate complex data and operational insights into actionable strategies, influencing roadmaps, investment priorities, and organizational design at the executive level Partner cross-functionally with technology, product, and operations teams to design and implement digital solutions that reduce friction, improve access, and enhance end-user experience across web and mobile platforms Drive workforce and service model optimization efforts to align capacity with demand, improving service levels, reducing wait times, and increasing operational efficiency at scale Deliver executive-level insights and recommendations through business reviews and strategic forums, regularly influencing senior leadership decision-making, including C-suite stakeholders Lead and develop a high-performing team of business and data analysts, fostering a culture of accountability, continuous improvement, and data-driven decision-making
EDUCATION
University of Notre Dame - Mendoza College of Business
Executive MBA Notre Dame, 2021
Ohio University
Bachelor of Arts, Political Science
ABOUT JOE NEVILLE
I’m an operations and transformation leader focused on improving how complex service organizations deliver at scale. Over the past 15+ years, I’ve led large-scale initiatives across high-volume, regulated environments—driving measurable improvements in access, efficiency, and customer experience. My work has focused on redesigning service models, aligning workforce capacity with demand, and leveraging data to reduce friction across millions of interactions. I’ve led initiatives impacting over 6M annual customer interactions, delivering $65M+ in cost savings, reducing cycle times by more than 50%, and improving satisfaction and service outcomes across digital and frontline channels. What I enjoy most is solving complex operational problems—bringing together people, process, and technology to create systems that are scalable, efficient, and experience-driven. I’m particularly interested in applying this work to environments where access, experience, and operational efficiency are critical—especially in large-scale service organizations navigating growth and complexity.
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