About this role:

Wells Fargo is seeking a Lead Customer Experience Consultant in Consumer Banking and Lending (CBL) as part of the Brand and Enterprise Customer Experience (CX) team.  

The Lead Business Customer Experience Consultant will be responsible for leading cross functional teams to strategize survey design/reviews, digital CX program design best practices, creating role-based dashboards that drive action, building systems of action, CX metric target setting, enabling customer-centric cultures and demonstrating return on investment of CX.  In addition, the candidate will foster collaborative relationships with key stakeholders to ensure the ongoing success and impact of CX programs, define and manage project tasks, budgets and risk while maintaining effective and proactive communication with all stakeholders.  Provide operational optimization by enhancing standards, survey value, and insights reporting. Perform assessments through fact finding and data requiring creative approaches to solving complex issues and develop appropriate solutions or recommendations and make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans. 

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

Lead the strategy and resolution of highly complex and unique challenges requiring in-depth hypothesis generation and advanced analytics across multiple areas or the enterprise, delivering solutions that are long-term, large-scale and require vision, creativity, innovation, and advanced inductive thinking, and coordination of highly complex activities and guidance to others

Provide vision, direction, and expertise to senior leadership on implementing innovative and significant business solutions generated from data driven insights that are large-scale, cross-functional, or companywide strategies

Interpret and analyze data, recommending ways to solve problems and influence business decisions and strategies

Act as a liaison with partner teams across Wells Fargo to identify, prioritize, and execute strategic initiatives grounded in data driven, analytical insights, trends, and patterns

Communicate actionable insights and recommendations using data in a digestible format to a non-technical audience of varying levels, including leadership, across the company

Manage the pipeline of data science initiatives across the Cross-Channel Analytics team, partnering closely with internal and external partners to align on scope, prioritization, and timelines

Provide regular updates on initiative performance, project status, and 6Q roadmaps across key transaction migration initiatives to partners and senior leaders

Lead the creation of senior leadership materials for various service migration forums with CSBB, CL, Product, and Operations leadership teams

Required Qualifications:  

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

Desired Qualifications:

Experience managing complex CX Voice of Customer (VOC) program initiatives from strategy through execution, ideally at scale

Experience identifying key issues, involving affected parties, designing solutions, obtaining buy-in, and communicating effectively through resolution 

Ability to effectively assess stakeholder, partner, or client needs while consulting, building solutions, and developing processes 

Exceptional writing and presentation skills, with the ability to influence stakeholders, at multiple organizational levels, effectively

Familiarity with Medallia or Qualtrics systems

CCXP/CXPA certification or other CX-related certifications 

Demonstrated ability to manage multiple projects or ongoing task plans 

Strong relationship management skills 

Experience leveraging Generative AI tools to enhance customer experience programs, such as automating insights reporting, creating dynamic dashboards, or improving survey design and personalization

Knowledge on web development concepts using JavaScript, HTML5, and CSS

Banking/finance industry experience a plus

Job Expectations:

Ability to travel up to 10% of the time.

This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Location(s):                               

401 S Tryon St. – Charlotte, North Carolina 28202

333 Market St. – San Francisco, California 94105

3075 Loyalty Cir. – Columbus, Ohio 43219

Required locations listed.  

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$119,000.00 - $224,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits401(k) PlanPaid time offDisability benefitsLife insurance, critical illness insurance, and accident insuranceParental leaveCritical caregiving leaveDiscounts and savingsCommuter benefitsTuition reimbursementScholarships for dependent childrenAdoption reimbursement

Posting End Date:

26 Jan 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.