Senior Lead Customer Experience Consultant

Wells Fargo is seeking a Senior 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. We utilize a variety of sources of customer feedback (e.g. surveys, reviews, social media) and operational and behavioral data to understand what our customers are experiencing across Wells Fargo’s different businesses. As a CX transformation leader, this role will help ensure we have the tools and routines in place to have a comprehensive way of monitoring customer experience at Wells Fargo, and ultimately to deliver actionable insights that will lead to CX improvements. As an individual contributor, this role is expected to showcase influence as a trusted advisor/guide to other teams while also being comfortable playing a hands-on role extracting/analyzing data to produce actionable insights. An individual in this role will be critical to deepening our partnership with other CX teams across the enterprise and strengthening the quality of insights/CX opportunities produced from our collective efforts. Ultimately, this role will contribute to work efforts aligned to building out and executing a CX Roadmap in partnership with channel, product, and customer segment teams.