Experience Design Executive - Head of Customer Experience

About Wells FargoAt Wells Fargo, we are looking for talented people who will put our customers first. 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.Consumer Data and Engagement Platforms (CDEP)The Customer Data and Engagement Platform Group is a function that spans Wells Fargo's three Consumer Lines of Business, Consumer and Small Business Banking, Consumer Lending and Wealth and Investment Management. The goal of the function is to build cutting-edge data and analytics assets and deploy them to directly improve Customer Experience and deepen customer relationships - across digital, marketing and front-line channels.The RoleThe Head of Customer Experience will be responsible for facilitating an Enterprise-wide Customer Experience Program, building Enterprise-wide Customer Experience Capabilities, and for identifying the specific Customer Experience priorities for Consumer and Small Business Banking.Key responsibilities and accountabilities include the following:Facilitate an Enterprise-wide Customer Experience ProgramDefine the framework for an Enterprise-wide Customer Experience program, which will be delivered jointly other LOB Customer Experience leaders, and representatives from selected Corporate functions

Facilitate the cross Line of Business Customer Experience Steering Committee to track progress against the program

Provide synthesis of all listening posts and recommend relevant Enterprise-wide Customer Experience priorities to the Customer Experience Steering Committee

Execute and/or govern projects or programs capturing cross Line of Business Customer Experience priorities

Track and monitor Customer Experience impacts of specific projects/programs

Build the critical Customer Experience capabilities to identify issues and enable continuous improvementDefine our strategy for enterprise-wide Customer Experience measurement, including internal and external customer (and employee) listening posts

Execute and/or govern all internal customer, product, channel and journey experience surveys as well as external CX benchmarking

Oversee Customer Research function and deploy resources based on LOB business priorities

Set and oversee the data and analytics strategy to support Customer Experience, including:

Define how to structure Customer Experience data (including behavioral and transactional data) - and ensure the data is landed with appropriate controls

Build a suite of Customer Experience dashboards for LOB Customer Experience leaders, product owners (e.g., Deposits, Card), channel (e.g., Digital) and journey owners (e.g., Account Opening)

Building a cross-channel customer journey analytics capability that enables us to build towards predictive NPS

Directly Improve CSBB Customer ExperienceBuild comprehensive Customer Experience dashboards for the CEO, Product, Channel and Journey leaders within CSBB

Review all CSBB Customer Experience dashboards and recommend relevant Customer Experience priorities to CSBB leadership

Execute and/or govern projects or programs capturing CSBB Customer Experience priorities

Track and monitor Customer Experience impacts of specific projects/programs

The CandidateThe successful candidate will demonstrate leadership and credibility with a proven ability to influence broadly across a matrixed organization, create engagement, and drive results. This executive will be articulate and have strong interpersonal effectiveness with an impeccable reputation for integrity, accuracy, consistency, and business acumen. Key areas of experience include financial services and consumer segments.Required Qualifications8+ years of Online and Digital Design, e-Business experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

4+ years of management experience

Desired Qualifications8+ years leading large scale customer experience programs

8+ years in customers research, data & analytics and/or Strategy/management consulting

Strong understanding of all 3 Consumer Lines of Business, including Digital and non-Digital channels

Strong understanding of Customer Experience measurement systems

Experience with enterprise-scale NPS programs, and overseeing customer survey methodologies

Experience overseeing advanced analytics focused on customers - and specifically, customer journey analytics

Experience overseeing Customer Research teams

Experience defining and executing programs that move the needle on Customer Experience

Highly effective and proven consultative leader with strong business and data-driven acumen, to drive continuous improvement in a data-driven way

Demonstrated effectiveness and collaborative partner with superlative executive presence and credibility as a result of demonstrated integrity, business management experience, sales and financial management acumen, and effective decision-making/critical thinking/problem solving skill that is execution-focused and results oriented.

Experience managing in a complex, matrixed environment and comfortable leading and executing through influence.

Strong people leader with proven experience building, leading, and engaging high-performing, diverse, and inclusive teams.

Pay Range$207,900.00 - $431,900.00 AnnualBenefitsInformation about Wells Fargo's employee benefits

We Value DiversityAt 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.Company: WELLS FARGO BANKReq Number: R-196719-7Updated: Wed Aug 10 23:02:27 GMT 2022Location: Minneapolis,Minnesota