Customer Experience Strategy Consultant Small Business Card

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About this role:

Wells Fargo is seeking a Customer Experience Strategy Consultant to support the Business Card Product Team. The functional title of this role is Lead Business Execution Consultant. As part of the Customer Experience, Advocacy & Insights team, this consultant will translate feedback from customers and frontline bankers into actionable insights, process enhancements, new capabilities, and measurable improvements across the end-to-end customer and banker experience.

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

In this role, you will:

• Serve as a strategic advisor to leadership, advancing key initiatives and developing clear, executive-ready communications and presentations for senior stakeholders.
• Lead the analysis and resolution of highly complex, cross-functional business challenges, using sound judgment, strong analytical skills, and broad business knowledge to deliver scalable, long-term solutions.
• Provide strategic direction and subject-matter expertise to senior leaders implementing innovative, enterprise-level business solutions.
• Facilitate team meetings and steering committees to support informed decision-making and the successful implementation of recommendations and action plans.
• Build strong partnerships with professionals and leaders across multiple lines of business, serving as a trusted advisor on customer and banker experience priorities.
• Provide direction to cross-functional teams by applying business expertise, clarifying priorities, and driving accountability for results.

Required Qualifications:

• 5+ years of experience in business execution, implementation, strategic planning, or an equivalent combination of work experience, training, military experience, and education

Desired Qualifications:

• Experience tracking, analyzing, and interpreting customer satisfaction metrics, including Net Promoter Score and J.D. Power results.
• Knowledge of complaint management practices and experience identifying opportunities to improve customer and banker experiences.
• Demonstrated experience leading large-scale planning efforts across multiple teams.
• Ability to make timely, independent decisions in a fast-paced, results-oriented environment.
• Proven ability to collaborate effectively across teams and organizational levels, with a high degree of flexibility and adaptability.
• Excellent verbal, written, and interpersonal communication skills.
• Experience using Agile tools and ways of working.

• Lead root-cause analysis of customer complaint drivers and translate findings into actionable improvements.
• Reduce complaints through disciplined, end-to-end insights management.
• Develop educational content for bankers and customers, including online resources, videos, and newsletters.
• Conduct onsite visits to branch and contact center locations to gather insights and strengthen frontline engagement.
• Design and optimize a high-value client servicing model that supports consistent service delivery and higher customer retention.

Job Expectations:

• This position is not eligible for Visa sponsorship
• This position offers a hybrid work schedule
• Relocation assistance is not available for this position.
• Must be able to work on-site.

Locations:

Charlotte, NC

Wilmington, DE

Tempe, AZ

West Des Moines, IA

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.