SDI - Design Innovation Lead Mobile (DM4)

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

The Digital Design Innovation Lead for Mobile 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 experience research, strategy & design for key customer journeys on the mobile channel to drive a transformative digital experience for our customers by formulating and end to end understanding of customer needs through designing & delivering solutions to meet them. 

This digital design leader will deepen our research and insight gathering in partnership with our team of ethnographic researchers, product managers and broader to create and enrich insightful personas and archetypes of our customers.  In addition, this leader will partner with business owners to rethink our mobile customer experiences across the Commercial Bank & Corporate and Investment Bank with a digital and mobile first mindset.

Key responsibilities and accountabilities include the following:

• Bring executives, stakeholders, peers and partners along in the journey of understanding how mobile experiences provide a transformative experience to our customers via storytelling to that brings our customer informed vision to life
• Drive a cohesive and contextually relevant experience across key customer journeys for the mobile channel across multiple initiatives, driving continuity with other experience channels
• Lead all research and design efforts with a lean UX and agile approach to delivery
• Partner directly with business owners, product, technology and partner design leaders across the transformation
• 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

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.
 

• 8+ years of leadership experience
• 8+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting

• 10+ years of experience as an experience designer and strategist
• 8+ years leading design teams in an enterprise setting, driving a cohesive design agenda
• Proven execution 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
• Experience designing for wholesale/B2B financial services 
• Senior experience leader and strategist capable of working cross-functionally to execute enterprise-wide design agenda delivering at the intersection of business & customer outcomes
• Honed analytical skills coupled with proven problem-solving capabilities
• Past success in proving the business value of design through the delivery of measurable customer outcomes  
• 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

• 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.