Charlotte, NC

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Customer Experience (CX) Survey Insights & Reporting Consultant (Lead Business Execution Consultant) supporting the Customer Experience Strategy & Initiatives team for Wells Fargo Commercial Banking and Corporate & Investment Bank. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Lead CX Insights, Research and Reporting for new and existing customer feedback across Commercial Banking and Corporate & Investment Bank to provide early identification of customer concerns within customer feedback which will potentially drive changes to policy, procedures, and product/service delivery
• Be accountable for understanding what CX data is telling us (i.e. potential customer pain points, opportunities or gaps). This could include additional work required for deeper understanding of those insights (i.e. LOB interviews, customer research, listening to calls, reviewing procedures or materials, understanding systems)
• Provide overall integration across the CX Strategy & Initiatives and Data and Transformation analytics team to manage delivery of CX Insights
• Manage workflow and deliverables of CX analysis performed by the Data and Transformation analytics team
• Ability and knowledge for assessing and improving the interactions that customers have with Commercial Banking and Corporate & Investment Bank
• Build upon currently defined standards/procedures for ensuring delivery of CX customer insights
• Use understanding of customer buying journeys, pain points, and coordinating with all internal stakeholders in order to continuously improve the customer's experience.
• Partner with CX Survey Strategy & Design, Data and Transformation Analytics and Artificial Intelligence experts to develop automated reporting capabilities
• Act as liaison between lines of business and Data and Transformation Analytics team for reporting needs
• Collaborate with Data and Transformation Reporting & Analytics team to develop suite of reporting products; ensuring machine learning and other automation is utilized
• Responsible to coordinate across business lines and support teams to socialize information
• May provide work direction to less experienced staff

Preferred locations are listed in posting. Salary range is determined by the location of the job. May be considered for a discretionary bonus. The salary range displayed below is based on a Full-time 40 hour a week schedule:

Required Qualifications, US:

• 5+ years of Management Consulting, Strategy Consulting, or Business Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience with CX analytics and/or research, preferably in B2B
• Ability to research, analyze, document, and present CX and organizational metrics that drive business decisions
• Knowledge of and previous experience with machine learning, advanced analytics, artificial intelligence to drive to customer insights more effectively
• Ability to understand and interpret customer behavior
• Knowledge of survey platform vendors like Medallia, Qualtrics, InMoment, MaritzCX
• Ability to manage multiple priorities and projects, meeting tight deadlines, independently and as part of a team
• Demonstrate background in use-case mapping/customer journey mapping
• Expertise leading initiatives from concept development through implementation
• Ability to effectively collaborate, partner, build relationships, empathize, influence, and persuade across the organization
• Financial services industry experience, preferably in B2B
• Jira experience a plus
• Agile experience a plus

Job Expectations:

• Position will report to one of the posted locations per Enterprise/LOB guidance.

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, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.