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Lead Communications Consultant – Service Communications Writer

About this role:

Wells Fargo is seeking experienced professional writers to join its Service Communications team within Consumer, Small and Business Banking (CSBB) Marketing. This new team will consist of innovative and experienced writers that will transform all service communications across CSBB, resulting in improved customer interactions and experiences. Learn more about our career areas and business divisions at wellsfargojobs.com.

The Service Communications team partners with Product and Operations groups across CSBB and related organizations to modernize service communications to make them simple, personal, and aligned to brand strategy.

This role will have accountability for writing and editing new and existing service communications, as well as partnering with Legal, Compliance, and Product to ensure a consistent, accurate, and effective approach to all communications. 

In this role, you will:

  • Combine strategic thinking, messaging hierarchy, and personalization to break down complex service-related messages and turn them into simple, straightforward, modern messages and narratives that foster confidence in our brand.
  • Write original, high-quality service communication messages as well as review and recommend revisions, new messaging hierarchy, and structural content optimizations to existing communications.
  • Bring a customer-friendly, simple, plain-language lens to all communications.
  • Write short to long form copy for a variety of fulfillment and delivery channels, both print and digital.
  • Iterate quickly based on team, stakeholder, and Legal and Compliance feedback/direction. Optimize communications in customer-relevant ways, while still accurately addressing feedback from Legal and Compliance.
  • Bring an innovative, positive approach to a team that respects and values diversity of professional opinions and experience.
  • Partner to develop, manage and evolve CSBB customer service communication guidelines aligned with the overall Wells Fargo Brand. Manage to the CSBB Service Communications style guide, writing guidelines and messaging hierarchy and become a go-to consultative source. Apply effective structure, tone, and approach as well as Wells Fargo and AP styles of writing to all work.
  • Understand LOB product partner needs through knowledge of Consumer retail banking, products, and services, and business and customer experience objectives. Be “business curious” as well as customer centric.
  • Collaborate with functional, technical, or specialist partners to understand communication specification and presentment needs as they relate to and influence copy development in a specific channel or asset type (e.g. word counts, layouts, fonts & sizes, hyperlinks, special characters, etc.) and proactively anticipate other relevant copy requirements.
  • Lead and guide other writers or communication specialists in CSBB to help ensure voice, style, tone, and effectiveness of the writing is consistently carried throughout CSBB service communications.

Required Qualifications:

  • 5+ years of Public Relations, Media Relations or Corporate Communications experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

  • 3+ years of Customer Service Communications writing experience or a combination of Customer Service and Consumer Marketing Communications writing experience
  • Nimble, flexible, change-minded team player who is energized about being part of building something new, within an established and extended larger team, and has the vision to guide and coach others along the way
  • Ability to influence and build on service communications standards and style guides and become the keeper of service communications approaches
  • Exceptional influencing, collaboration, and partnership skills
  • Ability to manage multiple projects concurrently while maintaining an optimistic attitude that energizes teammates and continually builds a positive reputation with business partners
  • Experienced in and passionate about creating simple, jargon-free, concise financial services communication messaging experiences for customers
  • Understands the critical role of proofreading and brings a disciplined, consistent approach to the work.
  • Ability to meet stringent deadlines, with high attention to detail and accuracy
  • Excellent at self-managing schedules, timelines, and deliverable dates without excessive oversight
  • Can make the complex simple

Job Expectations:

  • This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Locations:

  • 401 S Tryon St - Charlotte, North Carolina 28282
  • 150 E 42nd St - New York, New York 10017
  • 333 Market St - San Francisco, California 94105

Required locations listed above.

Pay Range:

  • New York City, New York: $100,800-$179,200 annual base
  • San Francisco, California: $100,800-$179,200 annual base

Salary range is determined by location of the job. May be considered for a discretionary bonus.

Please note: Job posting may come down early due to volume of applicants.

Pay Range

$84,000.00 - $179,200.00


Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

  • 401(k) Plan
  • Paid Time Off
  • Parental Leave
  • Critical Caregiving Leave
  • Discounts and Savings
  • Health Benefits
  • Commuter Benefits
  • Tuition Reimbursement
  • Scholarships for dependent children
  • Adoption Reimbursement

Posting End Date:

21 May 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.

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