Consumer & Small Business Banking Omni-Channel Strategy and Digitization Capabilities Leader

ABOUT WELLS FARGO

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.98 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com), and mobile banking, and has offices in 31 countries and territories to support customers who conduct business in the global economy. With approximately 263,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 30 on Fortune’s 2020 rankings of America’s largest corporations.

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 and Small Business Banking

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 approximately 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 delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

The Role

The Business Planning and Transformation team is actively searching for qualified candidates to join an exciting new leadership team. As a recognized leader in the digital technology industry, this executive will be tasked with leading digitization of our business and enabling an omni-channel experience for our customers. This position will be the executive transformation and product leader.  This person will also work with other senior leaders to implement and execute on the key strategies

This executive will be responsible for managing a team of digital, strategy and automation professionals leading the development and execution of the most complex programs and initiatives.

Responsibilities will include:

• Lead development of overall mobile first and self- service strategy including migrating high volume transactional calls from contact /customer service centers to mobile channels
• Drive digitization of our manual processes via automation and no code/low code workflow tools to meet our efficiency, risk and customer experience agenda
• Develop culture of innovation and digitization within operations by serving as thought leader and enabler or next gen technology and operating model capabilities
• Directly accountable for product/capability performance and value recognition of investments digital and SMART automation technology 

The Candidate

The successful candidate will possess a strong understanding of consumer and small business banking strategies, digital customer experience, product/channel management, develop a detailed knowledge and stay current on all major business initiatives, and be able to expertly communicate across the business and enterprise at all levels.  In addition, this leader must be able to provide oversight and guidance to ensure company objectives are achieved (i.e., growth, risk, customer experience).

Critical success factors will include the ability to manage effectively in a matrixed organization, develop partnerships with many business and operational/functional areas, and lead through influence. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

Specifically, we seek:

• Customer Centricity:  Obsessed with putting the customer first.
• Leadership: Proven ability to establish and gain buy-in for an idea or vision, define stretch goals that are attainable and directly support business goals, and garner enthusiastic support across the organization to accomplish the goals. Proven they demonstrate critical, board thinking skills.
• Problem Solving: Ability to visualize, articulate, and solve problems. Accurately analyzes complex issues, ensuring identification of underlying root causes. Demonstrates the ability to solve problems under conditions of uncertainty and ambiguity. Generates alternative solutions and expertly handles obstacles.
• Strong Communication Skills: Capable prolific communicator that is comfortable working with a wide variety of corporate executives, sales, marketing, engineering, operations, customers and business partners. Proven teamwork skills; excellent interpersonal, written, and oral communication skills.
• Creativity and Innovation:  Strong ability to assess market and competitive conditions and to develop creative, break-through approaches supporting improved customer experiences and operational efficiencies via digitization of our processes.
• Execution minded: action-oriented individual who is fanatical about driving progress and has ability to anticipate and resolve barriers and bottlenecks

As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:

• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing, and developing team members, identifying, and managing risks, and completing daily management tasks

Location: The locations listed are preferred; however, other Wells Fargo locations within the footprint may be considered.

Base salary data:

• Dallas, TX: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000
• Charlotte, NC: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000
• Des Moines, IA: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000
• Minneapolis, MN: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000
• San Antonio, TX: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000
• Chandler, AZ: Threshold: $168,000   Midpoint: $240,000   Max: $312,000    TTCC: $360,000

May be considered for a discretionary bonus, Restricted Share Rights, or other long-term incentive awards.

Visit https://www.wellsfargo.com/about/careers/benefits/ for benefits information.

• 10+ 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

• 5+ years of financial industry experience
• Ability to articulate complex concepts in a clear manner
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• 8+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting highly desired
• 3+ years of experience in Agile or Lean product management methodologies
• 3+ years of experience in human-centered product discovery methods, such as design thinking and service design
• Experienced leadership with a history of increasing responsibility in digital leadership positions 
• Prior omni-channel experience with ability to personalize customer service strategy in consumer banking  
• Demonstrated experience with SMART automation (RPA, AI, ML etc.) and no code/low code workflow tools and platforms 
• Knowledge of contact centers/customer service centers 
• Proficient in customer journey, business case realization and portfolio management
• Experience in customer journey definition and mapping
• Strong understanding of financial services and consumer banking operations 
• Proven ability to listen and communicate effectively with both internal and external stakeholders by employing a calm, credible and confident leadership style
• Excellent written and verbal communication skills and the ability to present complex concepts into simplified solutions in a straightforward and understandable manner to multiple stakeholders
• Demonstrated ability to develop and execute strategies, which capture opportunities to serve multiple stakeholders, providing clear direction and support to the team
• Proven success achieving objective required a high level of cooperation from people in other part of the organization
• Demonstrated experience in quantifying operational program effectiveness and identifying and implementing strategies to take the business to the next level
• Results with instilling a pervasive culture of accountability across teams and throughout the business
• Proven and demonstrated leadership skills including relationship building, change leadership, partnering and collaboration skills with clear ability to influence, gain buy-in and negotiate with a diverse group of key business partners/stakeholders including senior management
   

• Ability to travel up to 10% of the time

• 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.