Senior Lead Business Execution Consultant- Customer Impact Incident Management Lead, Wells Fargo

Wells Fargo

Location:
United States, CHANDLER ▼
CHARLOTTE
IRVING
WEST DES MOINES

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Senior Lead Business Execution Consultant – Customer Impact Incident Management Lead within the Enterprise Complaints, Remediations and Loudspeaker (ECRL) organization. This position is responsible for leading the strategy, governance and coordination of a unified customer response in the event of a companywide incident. ECRL brings together key functions from across the company to help customers when they have concerns or have been adversely impacted by Wells Fargo. ECRL provides leadership and oversight in complaint management, remediation, redress, mediation, and the Wells Fargo Loudspeaker program. ECRL listens and learns from our customers and employees and provides robust analysis and real-time insights back to the business for ongoing customer and business improvements.

Job Responsibility:

Enterprise Incident Strategy Lead – Lead the enterprise response and strategy development for resolving customer impact associated with highly complex and unique enterprise incidents
Cross-Functional Incident Execution – Execute key responsibilities including facilitation of enterprise-wide discussions, stopping/mitigating ongoing customer impact, developing remedy strategies, outlining communication approaches, analyzing business group data, managing handoffs to issue management/remediation intake, and supporting incident trending/reporting
Leadership Advisor on Customer Impact – Act as a subject matter expert and advisor to business group leadership to drive resolution of customer impact
Incidents Escalation Point – Serve as the escalation point for challenges that hinder fair, timely, and consistent resolution of customer impact following incidents
Program Vision & Innovation Leader – Provide vision, direction, and expertise to senior leadership to mature the incidents program and implement innovative, large-scale, cross-organizational business solutions
Decision-Making Facilitator – Lead team meetings or steering committees to facilitate decision-making and support the implementation of recommendations and plans
Strategic Stakeholder Engagement – Strategically engage with professionals and managers across multiple business lines and serve as an experienced advisor to leadership
Incident Response Playbook Owner – Develop and own the enterprise-wide playbook for consistent execution of common incident response scenarios involving customer impact
Post-Incident Learning Integrator – Integrate learnings from incidents by executing postmortem analyses to identify and proactively address areas of opportunity
Customer Impact Data Analyst – Drive complaint analysis requirements and conduct data analysis to understand customer impacts, themes, and trends
Stakeholder Communications Drafter – Draft customer impact incident updates for a wide range of stakeholders, including senior leadership, Operating Committee members, and regulators
Executive Presentation Developer – Develop presentations for stakeholders and senior management on program initiatives, incident themes, trends, and root causes

Requirements:

7+ 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
Incident management experience
Strong understand of customer impact and remedy strategies
Enterprise, Complaints, Remediation and Loudspeaker Experience
Excellent verbal, written, and interpersonal communication skills
Experience partnering with senior-level executives across a large, matrixed organization
Ability to exercise independent judgment to identify and resolve problems
Experience developing and executing business vision, strategies, and goals
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of employees
Experience in problem analysis, solution implementation, and change management
Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions
Strong analytical skills with high attention to detail and accuracy
Ability to execute in a fast paced, ambiguous, and high-demand environment while balancing multiple projects and priorities
Broad range of Enterprise experience
Regulatory and/or risk background
Advanced Microsoft Office skills

Nice to have:

Incident management experience
Strong understand of customer impact and remedy strategies
Enterprise, Complaints, Remediation and Loudspeaker Experience
Excellent verbal, written, and interpersonal communication skills
Experience partnering with senior-level executives across a large, matrixed organization
Ability to exercise independent judgment to identify and resolve problems
Experience developing and executing business vision, strategies, and goals
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of employees
Experience in problem analysis, solution implementation, and change management
Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions
Strong analytical skills with high attention to detail and accuracy
Ability to execute in a fast paced, ambiguous, and high-demand environment while balancing multiple projects and priorities
Broad range of Enterprise experience
Regulatory and/or risk background
Advanced Microsoft Office skills

What we offer:

robust benefits
competitive compensation
programs designed to help you find work-life balance and well-being
rewarded for investing in your community
celebrated for being your authentic self
empowered to grow

Additional Information:

Job Posted:
August 07, 2025

Expiration:
August 10, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Lead Business Execution Consultant- Customer Impact Incident Management Lead