Vacancy expired!
Job DescriptionAbout Wells FargoWells Fargo & Company is a leading financial services company that has approximately $1.9 trillion in assets and proudly serves one in three U.S. households and more than 10% of all middle market companies in the U.S. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending; Commercial Banking; Corporate and Investment Banking; and Wealth and Investment Management. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. 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 & Small Business Banking (CSSB)Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and more than 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.CSBB Operations (CSSBO) primarily supports consumer and small business customer segments by delivering on end-to-end servicing across the customers’ lifecycle. Services include customer service, fraud and claims management, ATM strategy and cash management supply chain, letters and statements, and core operational banking activities that support account reconciliation, state and federal regulatory compliance, account maintenance and transaction clearing. CSBB Operations’ focus is to define and drive a transformational strategy to improve customer experience and business profitability, while also ensuring effective risk and control management and a talent strategy focused on diversity, equity and inclusion as well as leadership competencies necessary for future success.The RoleThe CSBBO Customer Excellence Leader will lead the team responsible for driving the culture and capability around improving customer experience in CSBBO. This role will lead a team responsible for analyzing data and validating with a cross functional stakeholder group to identify opportunities and implement improvements. This leader will work with Senior Leaders in the organization to lead unified strategies that continuously improve customer experiences. Key responsibilities include:Leading strategic efforts related to understanding and consolidating all types of data that measure experiences (Voice of the Customer, Loudspeaker), identifying and developing solutions and improvements, and cultivating strong partnerships with LOB leaders and subject matter experts.
Leading strategic efforts related to the management of CSBBO customer communications, including identifying simplification and optimization opportunities, ensuring compliance with brand/customer friendly standards and management of repository.
Driving development and execution of call listening analytics program, identifying opportunities to improve customer experience, and driving execution of recommendations
Driving development and execution of Complaints Management program, identifying root cause and improvement plans, monitoring customer impact and driving solutions
Facilitating development, review and oversight of CSBBO Remediation and Redress efforts, including documentation and support non-financial remediation communications
Additional responsibilities include:Developing, maintaining, and monitoring Ops Customer Experience (CX) Metrics & SLAs
Leading and executing customer experience assessment & insights; support journeys and managing experience-based reporting & analysis
Facilitating customer experiences expectations and input within Business Process Management reviews
Leading journey reviews & develop improvement recommendations
Developing, maintaining and tracking customer experience roadmap & prioritization
Serve as the point of contact for customer experience risk/controls, SHRPs
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.Required Qualifications10+ years of experience in one or a combination of the following: project management, implementation, or strategic planning
8+ years of management experience in a planning environment
Other Desired Qualifications5+ years of experience in Customer Experience or Customer Service and/or Marketing
Experience with Complaints Management program
Demonstrated record of executing large, cross functional efforts with urgency
Proven leadership skills in identifying and articulating strategic plans and translating into team objectives and action plans
Proven success in building and sustaining large, complex programs
Ability to leverage data to build narratives that drive management decisions and measure results
Experience with Voice of Customer (VoC) program
Program and policy compliance background (ex. customer complaints, redress and remediation policies)
Customer Journeys experience
Proven and demonstrated leadership skills including relationship building, partnering and collaborating with clear ability to influence, gain buy-in and negotiate with a diverse group of business partners/stakeholders including senior management.
Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight.
Proven success recruiting, inspiring, developing, coaching and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management.
Ability to influence without direct authority at all levels of the organization.
Proven ability to communicate well verbally and in writing with internal and external stakeholders of different levels, including experience presenting to senior executives with the ability to simplify complex information in a clear manner.
Travel:Up to 25%
DisclaimerAll offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Company: Wells FargoReq Number: 5601029-1Updated: 2021-09-23 01:33:16.631 UTCLocation: West Des Moines,IA
Vacancy expired!