Wells Fargo

Job Category:

Community Banking, Corporate Functions, Early Talent


San Francisco, California


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time


415) 820-7800

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Marketing Digital Customer Experience Leader

Wells Fargo - San Francisco, California

Posted: 08/30/2018

Job Description

Other U.S. Wellsfargo loactions considered

Reporting to the Head of Marketing Strategic Capabilities and Insights (MSCI), this leader will have primary responsibility for identifying opportunities to build and enhance line of business and segment specific digital marketing and sales customer experiences. The Marketing Digital Customer Experience team is part of the MSCI team, which is a Center of Excellence within the centralized Marketing organization for Wells Fargo.

This role will lead a team who will support all the lines of businesses – Community Bank/Consumer Lending, Payments, Virtual Solutions and Innovation (PVSI), Wealth Investment Management (WIM), and Wholesale – and Segment teams. This team will work with the LOBs, Segment teams, and relevant digital partners to create and manage the digital marketing and sales customer experience strategy and vision for each of these LOB/Segment groups. From the vision, the team will create a prioritized roadmap and partner with LOB/Segment teams, technology (EIT), data (DMI), and digital-channel (WFVC) partners to implement the digital marketing and sales customer experiences for each LOB/Segment group. This team will focus on various types of digital marketing and sales customer experiences relevant to each of the LOB/Segment groups such as public site pages, tools, calculators, content on 3rd party Microsites, lead forms, and sales application experiences. In addition, in some situations depending upon the LOB/Segment, this team may also lead and/or contribute to the digital roadmaps in the areas of origination, fulfillment, account management and/or servicing.

This high-profile, transformative leadership role will facilitate the digitization of the Wells Fargo businesses, and offers exposure and influence to a wide range of senior business leaders across Marketing, key lines of businesses, digital channel and technology partners.

This leader will be responsible for the following:

  • Engaging with LOB businesses, Segment teams, OC Marketing teams during their strategic planning process to understand business priorities and objectives and translate those into digital customer experience opportunities
  • Partnering with the LOB businesses, Segment teams, and relevant digital channel partners to drive the creation of a holistic digital marketing and sales customer experience strategy/vision and roadmap at an LOB/segment level
  • Remaining current on leading marketing, digital marketing/advertising, and social technologies and trends to identify new business opportunities and capabilities
  • Identifying opportunities to build/enhance enterprise digital marketing and sales customer experiences
  • Building business, product and segment expertise and acumen across the team to help with the digital customer experience strategy, vision, and roadmap efforts
  • Leading the team to identify key customer experience opportunities supported by insightful customer research/feedback, logical assumptions, forward looking scenarios, and solid business
  • Driving the creation of innovation opportunities – in partnership with innovation teams across the Enterprise - to feed a pipeline through discovery, incubation, prototypes, and pilots
  • Developing, prioritizing, and continuously managing the strategic roadmap for implementation with critical inputs from LOB/Segment leaders and Marketing Leadership team
  • Leading large-scale initiatives and influencing marketing investments that have significant impact on Marketing’s overall strategic goals & priorities in support of the customer and the businesses
  • Leading the team to define scope, business needs, business requirements for programs/initiatives/projects
  • Acting as marketing business sponsor with technology (EIT), data (DMI), and digital-channel (WFVC) partners, during project delivery phases
  • Providing monitoring of progress, initiative measurement and on-going tracking of business results and outcomes to report out to key stakeholders in timely, transparent manner
  • Leading the Marketing Digital Customer Experience team, including recruiting, motivating, coaching, developing, and retaining the best talent

A Successful Applicant Will Demonstrate:

  • Respected senior presence and personal credibility through demonstrated integrity, business management experience, marketing and business acumen, and effective decision-making and problem-solving skills
  • Ability to build consensus through strategic vision and outstanding verbal, written, and interpersonal communication skills
  • Strong collaborative management style, with an execution- and result-oriented focus. Strong process orientation and enforcement
  • Deep knowledge of the rapidly evolving marketing, digital, and social technology and vendor landscape
  • Strong strategic thinker; ability to build sound business strategies using leading practice frameworks for the full strategic development cycle; focused on meaningful business outcomes
  • Strong experience developing and driving business strategies while leveraging quantitative and analytical skills
  • Ability to present and discuss information in a manner that persuades, educates, and enhances understanding at all levels
  • Proven ability to manage a large roadmap of a portfolio of technology projects in partnership across a highly matrixed organization
  • Excellent verbal and written communication skills
  • Extensive partner relationship management skills including very strong consultative skills
  • Influencing, partnering and negotiating skills with senior business and marketing executives to create and manage strong relationships
  • Deep experience in driving cross-business functions and initiatives, including defining scope, driving socialization, and gaining commitment and buy-in
  • Knowledge of and experience working with multi-variant budget planning processes that involve gathering inputs from a multitude of sources, drafting concise justifications and securing funding from a parent organization with competing priorities
  • Experience managing resources developing complex business analysis and business case development
  • Excellent project management skills and the ability to manage complex projects across a matrixed environment
  • Recruiting, developing, motivating and retaining talented team members, with an emphasis on creating a strong team environment

Required Qualidfications

  • 10+ years of experience in one or a combination of the following: marketing, digital marketing, digital platforms, or social media
  • 8+ years of leadership experience

Other Desired Qualifications
  • 12+ years marketing leadership experience with extensive digital customer experience
  • Experience leading large teams in a matrix-oriented organization, including managing managers and teams of at least 10+
  • Demonstrated experience performing well in strategic leadership roles, and successfully leading a strategic digital customer experience plan
  • Knowledge of the financial services and other related industries (technology, manufacturing, packaged goods, etc.) and understanding of the emerging trends, compliance, regulatory, and economic environment, and the impact on Wells Fargo
  • Strong analytical and critical thinking skills, combined with strategic business focus and vision
  • A highly effective, consultative leader with an undisputed executive presence and personal credibility as a result of demonstrated integrity, business management experience, sales and financial management acumen, and effective decision-making/critical thinking/problem solving skills---but a leader who operates with a collaborative management style, is execution-focused, and results oriented
  • Knowledge of current and emerging marketing concepts and approaches including the use of technology (digital, social media, etc.) and their impact on the industry and marketing
  • Understands multiple perspectives and aligns divergent positions, brings cohesion to diverse perspectives and achieves objectives that require a high level of collaboration across Wells Fargo
  • Is a strategic business partner capable of balancing the need for innovation and change with regulatory realities, internal need to manage risk and cultural readiness for change
  • Consistently demonstrates courage and confidence
  • Capitalizes on external knowledge and changes in order to deliver effective marketing strategies and spark innovation in order to drive strong business results
  • Generates credibility, respect and consensus through strategic vision and outstanding verbal, written, and interpersonal communication skills. Has the ability to present and discuss information in a way that persuades, educates and enhances understanding at all levels
  • Strong collaboration & influence management skills
  • Experience working closely with Marketing and other senior leaders across the enterprise

  • 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.

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