Senior Lead Customer Experience Consultant

About this role:

Wells Fargo is seeking a Senior Lead Customer Experience Consultant

In this role, you will:

• Act as an advisor to leadership to drive performance and initiatives related to Wells Fargo netpromoter score

• Develop and implement information delivery or presentations to key stakeholders and senior management

• Lead discovery of customer experience data

• Lead the strategy and resolution of highly complex and unique challenges related to customer experience that require solid analytical skills, extensive knowledge of customer experience, and understanding of business, delivering longer term and large scale solutions

• Provide vision, direction, and expertise to senior leadership for implementing innovative and significant business solutions that are large scale and cross organizational

• Lead team meetings or steering committee to facilitate decision making and support implementation of recommendations and plans

• Strategically engage with all levels of professionals and managers across multiple lines of businesses and serve as an experienced advisor to the leadership

• Provide direction to a cross functional team using business expertise

Required Qualifications:

• 7+ 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

Desired Qualifications:

• 7+ years of work experience in a consulting role, leveraging data to produce insights and make recommendations for (external or internal) clients

• Working knowledge of survey tools and approaches to analyzing voice of the customer (VoC) data

• Familiarity with Customer Experience principles and tools: Net Promoter System, journey mapping, customer personas/customer segmentation, Text Analytics, benchmarking

• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members

• Experience communicating and presenting complex information to multiple levels of the organization

• Experience navigating through ambiguity

• Advanced Microsoft PowerPoint skills

• A Masters of Business Administration (MBA)

• Knowledge and understanding of data visualization tools

Location:

• 401 S. Tryon Street, Charlotte North Carolina
• 333 Market Street, San Francisco California
• 150 E 42nd Street, New York, New York

This role is for a seasoned Customer Experience (CX) expert professional, capable to partnering with teams across the enterprise to improve how we collectively produce and utilize customer experience insights to inform strategy and drive change. Acting as a consultant to a variety of stakeholders and senior business leaders, this role calls for someone that is strategic, analytical/data-driven, and an exceptional communicator.

We utilize a variety of sources of customer feedback (e.g. surveys, reviews, social media) and operational and behavioral data to understand what our customers are experiencing across Wells Fargo's different businesses. As a CX transformation leader, this role will help ensure we have the tools and processes in place to have a comprehensive way of monitoring customer experience at Wells Fargo, and ultimately to deliver actionable insights that will lead to CX improvements. As an individual contributor, this role is expected to showcase influence as a trusted advisor/guide to other teams while also being comfortable playing a hands-on role extracting/analyzing data to produce actionable insights. An Individual in this role will be critical to deepening our partnership with other CX teams across the enterprise and strengthening the quality of insights/CX opportunities produced from our collective CX improvement efforts. Ultimately, this role will contribute to work efforts aligned to identifying, tracking, and informing the CX Roadmap in partnership with channel, product, and customer segment teams.

An ideal candidate for this role is:

• Passionate about customer experience; a CX thought leader that can help drive customer centricity into everything we do

• Adept at developing relationships, navigating large organizations, and gaining stakeholder buy-in

• Comfortable with ambiguity; possesses ability to identity new opportunities and formulate a plan to action against it with various stakeholders.

• Skilled at analyzing different types of data to develop insights and make strategic recommendations

Required qualifications:

• 7+ years of work experience in a consulting role, leveraging data to produce insights and make recommendations for (external or internal) clients

• Working knowledge of survey tools and approaches to analyzing voice of the customer (VoC) data

• Familiarity with Customer Experience principles and tools: Net Promoter System, journey mapping, customer personas/customer segmentation, Text Analytics, benchmarking

• Advanced experience building presentations/working with PowerPoint

• MBA or other advanced degree with training in data analytics

Pay Range

$120,400.00 - $287,600.00

Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

• 401(k) Plan

• Paid Time Off

• Parental Leave

• Critical Caregiving Leave

• Discounts and Savings

• Health Benefits

• Commuter Benefits

• Tuition Reimbursement

• Scholarships for dependent children

• Adoption Reimbursement

Posting End Date:

28 Mar 2024

• Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.