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Wells Fargo · 22 hours ago

Lead Customer Experience Consultant

Charlotte, NC

Full-time

Hybrid

Senior Level

$119K/yr - $224K/yr

5+ years exp

Wells Fargo is seeking a Lead Customer Experience Consultant in Consumer Banking and Lending as part of the Brand and Enterprise Customer Experience team. The role involves leading cross-functional teams to enhance customer experience through strategic initiatives, data-driven insights, and effective communication with stakeholders.

BankingFinancial ServicesFinTechInsurancePayments

No H1B

Responsibilities

Lead the strategy and resolution of highly complex and unique challenges requiring in-depth hypothesis generation and advanced analytics across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced inductive thinking, and coordination of highly complex activities and guidance to others

Provide vision, direction, and expertise to senior leadership on implementing innovative and significant business solutions generated from data driven insights that are large-scale, cross-functional, or companywide strategies

Interpret and analyze data, recommending ways to solve problems and influence business decisions and strategies

Act as a liaison with partner teams across Wells Fargo to identify, prioritize, and execute strategic initiatives grounded in data driven, analytical insights, trends, and patterns

Communicate actionable insights and recommendations using data in a digestible format to a non-technical audience of varying levels, including leadership, across the company

Manage the pipeline of data science initiatives across the Cross-Channel Analytics team, partnering closely with internal and external partners to align on scope, prioritization, and timelines

Provide regular updates on initiative performance, project status, and 6Q roadmaps across key transaction migration initiatives to partners and senior leaders

Lead the creation of senior leadership materials for various service migration forums with CSBB, CL, Product, and Operations leadership teams

Qualification

CX Voice of Customer managementData analysisStakeholder managementMedalliaQualtricsCCXP/CXPA certificationGenerative AI toolsWeb development JavaScriptWeb development HTML5Web development CSSRelationship managementExceptional writing skillsPresentation skills

Required

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

Preferred

Experience managing complex CX Voice of Customer (VOC) program initiatives from strategy through execution, ideally at scale

Experience identifying key issues, involving affected parties, designing solutions, obtaining buy-in, and communicating effectively through resolution

Ability to effectively assess stakeholder, partner, or client needs while consulting, building solutions, and developing processes

Exceptional writing and presentation skills, with the ability to influence stakeholders, at multiple organizational levels, effectively

Familiarity with Medallia or Qualtrics systems

CCXP/CXPA certification or other CX-related certifications

Demonstrated ability to manage multiple projects or ongoing task plans

Strong relationship management skills

Experience leveraging Generative AI tools to enhance customer experience programs, such as automating insights reporting, creating dynamic dashboards, or improving survey design and personalization

Knowledge on web development concepts using JavaScript, HTML5, and CSS

Banking/finance industry experience a plus