Lead Customer Experience Consultant, Wells Fargo

Wells Fargo

Location:
United States, Charlotte ▼
San Francisco

Category:
Customer Service

Contract Type:
Employment contract

Salary:

119000.00 - 224000.00 USD / Year

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Job Description:

Wells Fargo is seeking a Lead Customer Experience Consultant in Enterprise Customer Experience, part of Consumer and Small Business Banking. This role is for a seasoned Customer Experience (CX) professional, capable of partnering with teams across the enterprise to improve how we collectively produce and utilize CX insights to inform strategy and drive change. Acting as a consultant to a variety of stakeholders and senior business leaders, this role calls for someone that is strategic, analytical/data-driven, and an exceptional communicator.

Job Responsibility:

Analyze internal and external data using various tools to track competitors and find ways to enhance customer experience
Create and deliver presentations for senior leaders and key stakeholders
Manage and strengthen partnerships with external vendors and data providers
Identify and explore new customer experience data sources to deepen insights
Collaborate across business units and advise leadership as a trusted CX expert
Develop and improve processes to streamline analysis and boost reporting efficiency

Requirements:

5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
5+ years of experience in a consulting role, working hands-on with medium-to-large datasets to produce insights and make recommendations for (external or internal) clients
Working knowledge of survey tools and approaches to analyzing voice of the customer (VoC) data
Familiarity with Customer Experience principles and tools: Net Promoter System, journey mapping, customer personas/customer segmentation, Text Analytics, benchmarking
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
Experience communicating and presenting complex information to multiple levels of the organization
Experience navigating through ambiguity
Advanced Microsoft PowerPoint skills
Master of Business Administration (MBA)
Knowledge and understanding of data visualization tools

Nice to have:

Passionate about customer experience
a CX thought leader that can help drive customer centricity into everything we do
Adept at developing relationships, navigating large organizations, and gaining stakeholder buy-in
Comfortable with ambiguity
possesses the ability to identify new opportunities and formulate a plan to action against it with various stakeholders
Skilled at analyzing different types of data to develop insights and make strategic recommendations

What we offer:

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement

Additional Information:

Job Posted:
August 13, 2025

Expiration:
August 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Lead Customer Experience Consultant