Service Communications Messaging Strategy Lead

About this role:

Wells Fargo is seeking an experienced leader, writer and content designer to join its Service Communications team within Consumer, Small and Business Banking (CSBB) Marketing. The Service Communications team partners with Marketing, Customer Experience, Product and Operations groups across CSBB to modernize service communications to make them simple, personal, and aligned to brand strategy. This role will lead a team of highly skilled writers/content designers. Together the team will transform service communications across CSBB, resulting in improved customer interactions and experiences. This role will have accountability for ensuring all communications written by the team align to internally developed guidelines, follow Wells Fargo brand strategy, incorporate Legal, Compliance, and Product feedback, and include customer experience improvement recommendations.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Lead a team of communication consultants in the development of copy for a variety of delivery channels, both digital and print.

• Empower the team to transform communications into simple, straightforward, modern messages and narratives that foster confidence in our products, services, and brand.

• Ensure voice, style, tone, and effectiveness of the writing is consistently carried throughout all communications. Bring a customer-friendly, simple, plain-language lens to all communications. Iterate quickly based on team, stakeholder, and Legal and Compliance feedback/direction.

• Maintain internally developed service communication guidelines to ensure consistent alignment to CSBB brand experience. Drive ongoing refinement based on learnings. Use the guidelines as a control to drive consistent content and alignment to CSBB brand experience.

• Be accountable for reviewing and editing all CSBB Service Communications to ensure simplicity/alignment to guidelines, validation of current customer experience/experience improvement recommendations, and product/technical accuracy.

• Leverage quantitative testing/research insights to improve communications. Inform testing/research pipeline.

• Assess and lead AI pilot development to support draft content creation. Work with data and analytics partners to maintain a Large Language Model (LLM), assess alignment to team guidelines, recommend use cases, etc.

• Lead an enterprise-wide community of practice for customer communications. This includes identifying the right stakeholders, managing a cross-functional team, assessing relevant topics for engagement, and driving decision making and action on key topics.

• Collaborate with functional, technical, or specialist partners to understand communication specification and presentment needs as they relate to and influence copy development in a specific channel or asset type and proactively anticipate other relevant copy requirements.

• Maintain close partnerships with Digital, Product, Ops, and Brand teams, effectively influencing content and prioritization.

• Understand LOB product partner needs through knowledge of Consumer retail banking, products, and services, and business and customer experience objectives. Be “business curious” as well as customer centric.

• Bring an innovative, positive approach to a team that respects and values diversity of professional opinions and experience.

Required Qualifications:  

• 7+ years of Marketing, Digital Marketing, Digital Platforms (i.e. Mobile or Social Media) experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

• 3+ years of Creative Development, Corporate Communications, Public Relations, or Marketing Communications writing experience.

Desired Qualifications:

• Nimble, flexible, change-minded team player who is energized about being part of building something new, within an established and extended larger team, and has the vision to guide and coach others along the way.

• Ability to influence and build on service communications standards and style guides and become the keeper of service communications approaches.

• Exceptional influencing, collaboration, and partnership skills.

• UX/UI design experience across a variety of digital channels including email, push notifications and SMS.

• Experience with AI and how it can be used to support writers in the development of content.

• Ability to manage multiple proj