About this role:
Wells Fargo is seeking a Lead Business Execution Consultant (Lead Customer Experience Consultant) in CSSB Marketing as part of the Consumer, Small & Business Banking group. The Lead Business Execution Consultant will be responsible for leading cross functional teams to strategize on survey design/reviews, digital CX program design best practices, creating role-based dashboards that drive action, building systems of action, CX metric target setting, enabling customer-centric cultures and demonstrating return on investment of CX. In addition, the candidate will foster collaborative relationships with key stakeholders to ensure the ongoing success and impact of CX programs, define and manage project tasks, budgets and risk while maintaining effective and proactive communication with all stakeholders. Provide operational optimization by enhancing standards, survey value, and insights reporting. Perform assessments through fact finding and data requiring creative approaches to solving complex issues and develop appropriate solutions or recommendations and make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans.
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In this role, you will:
- Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives
- Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
- Review strategic approaches and effectiveness of support function and business performance
- Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
- Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
- Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
- Influence, guide and lead less experienced Strategy and Execution staff within the group
- 5+ 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
- CX program design and delivery experience
- CCXP/CXPA certification or other CX-related certifications
- Exceptional writing and presentation skills, with the ability to influence stakeholders, at multiple organizational levels, effectively
- Experience identifying key issues, involve affected parties, design solutions, obtain buy-in, and communicate effectively through resolution
- Ability to effectively assess stakeholder, partner, or client needs while consulting, building solutions, and developing processes
- Familiarity with Medallia or Qualtrics systems
- Experience in identifying gaps
- Demonstrated ability to manage multiple projects or ongoing task plans
- Strong relationship management skills
- This position offers a hybrid work schedule
- This position is not eligible for Visa sponsorship
- 333 Market St, SAN FRANCISCO, CA
- 401 S. Tryon Street, CHARLOTTE, NC
- 492 W 42nd St, NEW YORK, NY
California - Pay Range: $96,600 - $206,100
Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$96,600.00 - $206,100.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
22 Dec 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.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.