Lead Customer Experience Consultant

About the position Wells Fargo is seeking a Lead Customer Experience Consultant in Consumer Banking and Lending (CBL) as part of the Brand and Enterprise Customer Experience (CX) team. The Lead Business Customer Experience Consultant will be responsible for leading cross functional teams to strategize survey design/reviews, digital CX program design best practices, creating role-based dashboards that drive action, building systems of action, CX metric target setting, enabling customer-centric cultures and demonstrating return on investment of CX. In addition, the candidate will foster collaborative relationships with key stakeholders to ensure the ongoing success and impact of CX programs, define and manage project tasks, budgets and risk while maintaining effective and proactive communication with all stakeholders. Provide operational optimization by enhancing standards, survey value, and insights reporting. Perform assessments through fact finding and data requiring creative approaches to solving complex issues and develop appropriate solutions or recommendations and make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: Lead the strategy and resolution of highly complex and unique challenges requiring in-depth hypothesis generation and advanced analytics across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced inductive thinking, and coordination of highly complex activities and guidance to others Provide vision, direction, and expertise to senior leadership on implementing innovative and significant business solutions generated from data driven insights that are large-scale, cross-functional, or companywide strategies Interpret and analyze data, recommending ways to solve problems and influence business decisions and strategies Act as a liaison with partner teams across Wells Fargo to identify, prioritize, and execute strategic initiatives grounded in data driven, analytical insights, trends, and patterns Communicate actionable insights and recommendations using data in a digestible format to a non-technical audience of varying levels, including leadership, across the company Manage the pipeline of data science initiatives across the Cross-Channel Analytics team, partnering closely with internal and external partners to align on scope, prioritization, and timelines Provide regular updates on initiative performance, project status, and 6Q roadmaps across key transaction migration initiatives to partners and senior leaders Lead the creation of senior leadership materials for various service migration forums with CSBB, CL, Product, and Operations leadership teams

Responsibilities

• Lead the strategy and resolution of highly complex and unique challenges requiring in-depth hypothesis generation and advanced analytics across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced inductive thinking, and coordination of highly complex activities and guidance to others
• Provide vision, direction, and expertise to senior leadership on implementing innovative and significant business solutions generated from data driven insights that are large-scale, cross-functional, or companywide strategies
• Interpret and analyze data, recommending ways to solve problems and influence business decisions and strategies
• Act as a liaison with partner teams across Wells Fargo to identify, prioritize, and execute strategic initiatives grounded in data driven, analytical insights, trends, and patterns
• Communicate actionable insights and recommendations using data in a digestible format to a non-technical audience of varying levels, including leadership, across the company
• Manage the pipeline of data science initiatives across the Cross-Channel Analytics team, partnering closely with internal and external partners to align on scope, prioritization, and timelines
• Provide regular updates on initiative performance, project status, and 6Q roadmaps across key transaction migration initiatives to partners and senior leaders
• Lead the creation of senior leadership materials for various service migration forums with CSBB, CL, Product, and Operations leadership teams

Requirements

• 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice-to-haves

• Experience managing complex CX Voice of Customer (VOC) program initiatives from strategy through execution, ideally at scale
• Experience identifying key issues, involving affected parties, designing solutions, obtaining buy-in, and communicating effectively through resolution
• Ability to effectively assess stakeholder, partner, or client needs while consulting, building solutions, and developing processes
• Exceptional writing and presentation skills, with the ability to influence stakeholders, at multiple organizational levels, effectively
• Familiarity with Medallia or Qualtrics systems
• CCXP/CXPA certification or other CX-related certifications
• Demonstrated ability to manage multiple projects or ongoing task plans
• Strong relationship management skills
• Experience leveraging Generative AI tools to enhance customer experience programs, such as automating insights reporting, creating dynamic dashboards, or improving survey design and personalization
• Knowledge on web development concepts using JavaScript, HTML5, and CSS
• Banking/finance industry experience a plus

Benefits

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Apply tot his job Apply To this Job