At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Community Banking operates one of the most extensive banking franchises in the country, serving customers through approximately 6,000 branches and 13,000 ATMs in 39 states and the District of Columbia. Our group includes Business Strategy and Administration; Customer and Branch Experience; Customer Remediation Office; Distribution Strategy Group; Regional Banking; Regional Services; and Customer Segments, and serves mass market, affluent, and small business customers. Our focus is on delivering an exceptional experience for our customers and providing the products and services that will help them realize their financial hopes and dreams.
This TM will report to the CB Customer Experience Process Leader and will be responsible for driving customer experience in branches with primary responsibility for 2 areas - Banker interactions and financial health planning.
Key responsibility and accountability includes the following:
Own, manage and optimize the customer facing processes in branches – with primary focus on banker driven customer interactions and financial health planning process
Document current process Address process gaps, issues and resolution
Document processes and work with key business partners to ensure the processes are commonly understood and executed across CB
Define KPI and report on the performance and adhere across the network
Partner with other teams to design customer journeys, KPI and related analytics
Represent CB at enterprise level for required process tools, resources and training over time
Seek feedback on performance and identify opportunities to improve CX processes
Lead and support End-to-End CX transformation (Cross product, cross LOB, cross channel)
Establish and socialize Best practices around process transformation
Ensure process management discipline across CX processes
Prioritize moments of truth and support execution (training, etc)
Support other strategic and operational CX efforts (Attrition, Mass market, Client Letters, Policies)
Provide leadership in identifying the pilot/soft launch markets and lead the branch readiness activities relating to the identified processes.
A Successful Candidate Will Demonstrate:
Familiarity with branch operations and understanding of process management discipline
Communication skills – ability to synthesize information and communicate relevant updates on progress and status of projects and initiatives. Will be articulate and possess a demonstrated leadership capability. Additionally, candidate should possess good professional presence and be accustomed to presenting material to senior leadership.
Influencing skills – a proven ability to effectively communicate in a variety of forums, including both in-person and virtual settings. One who operates in a highly collaborative, results-orientated manner.
Strategic thinking and simplicity for implementation – thinks strategically about business problems, breaks down problems and presents solutions while evaluating the pros and cons of each option and negotiates compromises. Identifies business opportunities by delivering thoughtful analysis with strong logical thinking. Thinks in innovative ways about problems and issues and develops/ implements simple solutions to business problems.
Location: Charlotte, NC
- 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning
- Experience with strategy development and implementation
- Ability to effectively partner and influence at the executive level
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Experience successfully collaborating with others in a change driven environment
- A BS/BA degree or higher
- Ability to think strategically, implement, and deliver business objectives
5+ years of operations and/or business transformation in retail banking
- Ability to travel up to 40% of the time
NC-Charlotte: 301 S College St - Charlotte, NC
- All 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.