Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.
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.
The Strategy, Digital and Innovation (SDI) team forges the strategic direction of Wells Fargo, provides and manages our digital foundation and common capabilities, and transforms our business models to meet evolving customer needs and grow the company. The investments we are making will help the company create innovative digital banking experiences, and make it easier for customers to achieve their financial goals.
The Role
We are seeking two experience and design innovation leaders who will focus on leading design efforts that will drive a transformative customer experience for our global Corporate & Investment Bank (CIB) customers. These leaders will lead the end to end understanding of customer needs through designing solutions that meet them. As part of a comprehensive transformation underway, these individuals will be leaders of capital markets journey excellence for our customer base and partner with other journey design efforts underway.
These digital design leaders will drive research and insight gathering in partnership with our team of ethnographic researchers and product managers to create insightful personas and archetypes of our customers. In addition, these leaders will partner with business owners to rethink the experiences our capital markets customers have with a digital mindset from end to end.
Key responsibilities and accountabilities include the following:
• Partner directly with business owners, product, technology, and design focused journey leaders across the transformation, including onboarding, money movement, liquidity, and other shared services (servicing, alerts, common components, etc).
• Lead all research and design efforts with a lean UX and agile approach to delivery.
• Lead the development of experience KPIs that define and measure value from a customer’s perspective to drive cross functional focus on the delivery of continual customer value.
• Use storytelling to bring peers, partners, and executives along in their understanding of the customer needs we are solving for to insure “outside-in” focus on decision making and prioritization.
The Candidate
The successful candidate will have proven performance as an elite experience designer who understands how to work in a complex organization as a credible leader and partner to deliver transformative customer experiences. This leader will understand how to bring customer perspectives and needs into the conversation with partners to overcome internal roadblocks to experience excellence. Critical success factors will include the ability to navigate effectively in a matrixed organization, develop partnerships with many stakeholders and lead through influence. The role requires a sense of urgency, passion for results, and personal accountability for achievement.
Location options for these roles are New York, NY; Charlotte, NC; San Francisco, CA
Travel will be required up to 25% of the time.
As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:
• 7+ years of experience as an experience designer and strategist
• Proven track record in a Lean UX & Agile delivery model
• Experience with driving a customer experience change and using data and storytelling
• Fierce customer experience focus
• Prefer experience designing for capital markets, corporate banking, investment banking or institutional financial services
• Senior experience design leader and strategist capable of working cross-functionally to execute enterprise-wide design programs that deliver at the intersection of business & customer outcomes
• Honed analytical skills coupled with proven problem-solving capabilities
• Past success defining, developing and reporting out on measurable customer experience KPIs
• Comfortable with ambiguity and able to shape and drive work independently
• Proactive problem solver with a bias toward execution and a strong sense of urgency (demonstrated track record of getting things done, while building bridges, despite the obstacles in their way)
• 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/leaders
• Excellent communication & storytelling skills with experience presenting to senior management and ability to articulate key messages in a straightforward and understandable manner
• Ability to energize and motivate others; thrives in teams; highly inclusive and collaborative with proven ability to lead through influence vs. authority
CA-SF-Financial District: 333 Market St - San Francisco, CA
NC-Charlotte: 301 S Tryon St - Charlotte, NC
NY-New York: 30 Hudson Yards - New York, NY
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.