Senior Lead Customer Experience Consultant

About this role:

Wells Fargo is seeking a Senior Lead Customer Experience Consultant in Enterprise Customer Experience, part of Consumer and Small Business Banking.  This role is for a seasoned Customer Experience (CX) professional, capable of partnering with teams across the enterprise to improve how we collectively produce and utilize CX 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 routines 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 efforts.  Ultimately, this role will contribute to work efforts aligned to building out and executing a 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 the ability to identify 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 

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

In this role, you will:

• Act as an advisor to leadership to drive performance and initiatives related to Wells Fargo Net Promoter Score

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

• Lead discovery of new CX data sources to enrich insights

• Lead the strategy and resolution of highly complex and unique challenges related to customer experience that require solid analytical skills, knowledge of customer experience best practices, and understanding of our business fundamentals

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

• 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<