About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.92 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 7,200 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. 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.
Strategy, Digital, & Innovation (SDI)
Strategy, Digital & Innovation group is responsible for Corporate Strategy and its Digital and Innovation teams. The group positions Wells Fargo for the future by enhancing the company’s focus on planning for the digital future and investing in the customer experience. The group leads corporate strategic planning; defines and manages digital platform standards and capabilities; and manages innovation priorities, opportunities, and companywide efforts to drive transformation. The team works closely with the company’s Technology Group and business lines to deliver digital solutions and innovation to customers that are integrated, intuitive, and seamless across channels.
The Role(s)
The Digital Design Innovation Lead for Commercial Banking (CB) will drive a comprehensive customer experience transformation to set a new experiential standard that rivals the best consumer UX in the marketplace today for our customers. This position leads the broader experience design agenda across key journeys to drive a transformative digital experience for our customers -- leading the end to end understanding of customer needs through designing & delivering solutions to meet them.
The Digital Design Innovation Lead for the Corporate and Investment Bank (CIB) will drive a comprehensive customer experience transformation to set a new experiential standard that rivals the best consumer UX in the marketplace today for our customers across our large corporate and institutional base. This position leads the broader experience design agenda across key journeys to drive a transformative digital experience for our customers -- leading the end to end understanding of customer needs through designing & delivering solutions to meet them.
This digital design leader 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, this leader will partner with business owners to rethink our Commercial Banking and Corporate and Investment Banking customer experiences with a digital mindset from end to end.
Key responsibilities and accountabilities include the following:
The Candidate
The successful candidate will have proven performance as an elite experience design leader who understands how to work in a complex organization to deliver transformative customer experiences. This leader will understand how to bring customer perspectives and needs into work with partners across the enterprise to overcome internal challenges to experience excellence. Critical success factors will include the ability to navigate effectively in a matrixed organization with the executive presence to develop partnerships with many stakeholders and lead through influence. The role requires a sense of urgency, passion for results, and personal accountability for achievement.