Wells Fargo Customer Experience Strategy and Design Leader (Business Initiatives Senior Manager) in Charlotte, North Carolina

At Wells Fargo, we have one goal: to satisfy our customers' financial needs and help them achieve their dreams. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

The Cards & Retail Services team helps customers achieve their financial dreams by providing a variety of products across the credit spectrum. We deliver industry-leading rewards, offers and benefits that recognize and celebrate our customers' relationship with Wells Fargo. Our customers all have unique goals and dreams - whether preparing for a home improvement project, shopping for a new sofa or kitchen table or meeting healthcare and dental needs. Others just want a financial tool that allows them to make everyday purchases while earning rewards. Our team works together with groups across the company, including the bankers in our 6,200 banking stores, to provide financing in the form of general-purpose cards, co-branded cards and private-label and industry cards. Our team is 6,700 strong, working in communities across the nation, and focused on doing our very best to help our customers succeed financially.

The Role

This newly created position will be responsible for customer experience management and oversight for Consumer Credit Card, Co-brand, and Loyalty Solutions business lines, including 13+MM customer relationships. The scope of this role covers the entire end-to-end customer experience, including application, set-up, spending and payment, account management, rewards usage, fraud management, issue resolution, and account closure. This experienced leader will be a driving force in the transformation of how we do business and will be instrumental in ensuring Wells Fargo becomes a leader in Credit Card Customer Satisfaction.

This senior manager level position will:

  • Guide a team of Customer Experience (CX) strategists with a focus on continuous improvement, priority setting/re-evaluation, and rapid implementation of customer experience improvements

  • Drive large strategic CX initiatives and provide customer-experience-oriented strategic guidance to leaders within and outside CRS

  • Partner with cross-functional teams (digital, branch, phone, marketing, ops risk, credit risk, operations, technology, fraud, legal, compliance, etc.) to ensure initiatives that impact the credit card customer experience will deliberately and specifically improve known high-priority customer journeys

  • Be responsible for helping to orchestrate and drive the change management necessary to build strong customer experience discipline into the core DNA of the CRS business

  • Identify customer experience improvement opportunities and plan/deliver data-driven solutions

  • Manage CRS executive and manager understanding of the overall customer experience as well as key experience journeys (application, onboarding, fraud, etc.)

  • Manage experience requirements and improvement opportunities (both overall and specific journeys)

  • Maintain and grow a strong partnership with the CX Analytics team to size the impact to consumers (both existing and potential customers) and ensure measurement of CX impacts

  • Set the future state CX vision journey by journey and drive continuous improvement conversations cross-functionally

  • Lead the “architecture” of the Wells Fargo credit card customer experience

Personal Attributes:

  • Beyond experience, the right personal integrity, style and attitude are critical to success in this role.

  • Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.

  • Proactive innovator, motivator and change agent - able to effectively and constructively lead change in an organization.

  • Collaborative, influential and highly self-aware, find solutions

Required Qualifications:

  • 10+ years of experience in one or a combination of the following: project management, implementation, or strategic planning

  • 5+ years of management experience

  • Ability to travel up to 10% of the time

Job Expectations:

  • Ability to travel up to 10% of the time

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5401014&PostingSeq=1.

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.