Lead Engineer - Customer Analytics, Wells Fargo

Wells Fargo

Location:
United States, IRVING ▼
CHARLOTTE
CONCORD
NEW YORK
PHOENIX
SAN FRANCISCO

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

119000.00 - 237100.00 USD / Year

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Job Description:

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. Wells Fargo is seeking a seasoned and strategic Lead in Customer Experience Analytics to drive insights and improvements across our digital platforms. This role will serve as a subject matter expert in tools such as Glassbox, AppDynamics EUM, and Splunk, enabling product and technology teams to deeply understand and optimize customer interactions across our native and web applications.

Job Responsibility:

Act as the primary SME for session replay and customer experience analytics tools (Glassbox, AppDynamics EUM, Splunk)
Review and analyze complex, large-scale customer data for tactical and strategic business objectives and technical challenges that require in-depth evaluation of multiple factors
Act as a key participant in developing standards and companywide best practices for monitoring and observability of customer journeys, utilizing an array of tools in the APM space
Analyze, troubleshoot and resolve complex, cross-functional initiatives in collaboration with developers, product managers, QA, UX, and vendor teams
Drive ad-hoc reporting, custom events, and data export initiatives to support business and technical decision-making
Collaborate with development teams to integrate or update session replay SDK and JavaScript tags across our iOS, Android, and web applications
Manage PII governance, including masking/unmasking strategies and compliance with internal data privacy standards
Conduct crash and performance analysis, delivering actionable insights to engineering teams
Support integration efforts with APIs, downstream systems and other customer analytics platforms
Maintain a high-level understanding of native app SDLC, including deployment pipelines and coding frameworks (e.g., Swift UI, Kotlin, React Native)
Mentor peers and junior engineers. Provide training and support to internal teams, on how to leverage analytics to optimize digital assets
Serve as a liaison with vendors - managing upgrades, configurations, release schedules, and escalations

Requirements:

7+ years of Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
7+ years of experience with session replay and APM tools (Glassbox, AppDynamics, Splunk, or similar)
7+ years of experience in creating custom reports, funnels and leveraging data to provide actionable insights for business decisions
7+ years of experience in debugging and performing root cause analysis to address production issues
7+ years of experience in leading cross-functional initiatives with various teams
7+ years of experience with agile methodologies and ticketing systems (e.g., Jira) for tracking issues and enhancements
5+ years of experience using digital analytics tools (e.g., Adobe Analytics, Google Analytics) with the ability to integrate and cross-reference insights
5+ years of experience with crash analysis, crash symbolication, and performance monitoring
5+ years of experience with implementing custom event tracking and scripting

Nice to have:

Strong understanding of native app development lifecycles and deployment processes
Familiarity with Swift UI (iOS) and Kotlin (Android) frameworks
Knowledge of DevOps and CI/CD processes for managing SDK updates and code deployments
Excellent communication skills and experience working with vendors and distributed teams
Experience in the financial services industry
Familiarity with data privacy frameworks and compliance standards
Prior experience in mentoring or managing engineers

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:
July 29, 2025

Expiration:
August 28, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Lead Engineer - Customer Analytics