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Business Initiatives Consultant 3 - Customer Self Service Leader

**Job Description**

**Important Note:** During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

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.

**Consumer and Small Business Banking (CSBB)** is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The CSBB organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers. We want to build a strong value proposition for key consumer and small business segments by identifying gaps and opportunities and building capabilities to transform how we engage customers and deliver advice.

**Deposit Products Group (DPG)** includes deposit and debit product groups, offering innovative checking, savings and payment strategies that form the core of our customers' relationship with Wells Fargo and fulfill a broad array of their financial needs.

The Customer Self Service and Transaction Migration Leader will work across teams in CSBB, CLG, WIM, and SDI to develop and manage an overarching strategy and roadmap to improve WF self-service capabilities and drive Customer adoption. The leader will work in a highly matrixed environment to identify critical initiatives and help prioritize across Customer Journeys, Digital, Branch, and Customer Servicing teams.

Specific Responsibilities Include:

+ Own the strategy for Customer Self-Service and Transaction Migration

+ Act as the key point of contact for Customer self service program across channels, Journeys, and products

+ Build insights around Customer channel usage and experience that will help define/target critical initiatives

+ Partner with Digital team to identify opportunities and barriers to transaction migration

+ Partner with Branch and Customer Service Centers to identify opportunities to migrate transaction

+ Establish and communicate key metrics for transaction volume, Customer adoption, operating costs, and Customer experience related to self-service capabilities

+ Collaborate with Chief Customer Office to build a data environment that provides transparency into Customer interactions across all WF channels

+ Utilize data to identify Customer pain points and collaborate across teams to provide new, innovative solutions to drive Customer experience and reduce operating costs

The successful candidate will be a self-starter, independent thinker who's very comfortable working in a matrixed environment. They must be able to connect dots across multiple teams and bodies of work. They will have the ability to work on multiple things simultaneously leveraging strong partnerships they've built and maintain.

Preference is for selected candidate to work at Charlotte location. Other locations may be considered. Relocation assistance is not available for this position.

The salary range displayed below is based on a Full-time 40 hour a week schedule.

Salary range is determined by the location of the job

NC-Charlotte: Min: $94,500 Mid: $135,000 Max: $175,500

MN-Minneapolis: Min: $94,500 Mid: $135,000 Max: $175,500

AZ-Chandler: Min: $94,500 Mid: $135,000 Max: $175,500

May be considered for a discretionary bonus.

**Required Qualifications**

+ 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning

**Desired Qualifications**

+ Ability to manage large scale program initiatives in a complex environment

+ Excellent verbal, written, and interpersonal communication skills

+ Ability to assess issues, make quick decisions, implement solutions, and influence change

+ Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members

**Other Desired Qualifications**

+ Strong relationship builder and communicator

+ Ability to collate and understand data from multiple sources to draw strategic conclusions

+ Ability to collaborate and develop innovative solutions to Customer pain points

+ Strong presentation and communication skills at all levels of team members, including senior management

+ Ability to quickly build strong connections at all levels of the organization

+ Maintain/develop good working relationships with key partners across Consumer and the enterprise

**Salary Information**

The salary range displayed below is based on a Full-time 40 hour a week schedule.

**NC-Charlotte:** Min: $94,500 Mid: $135,000

**MN-Minneapolis:** Min: $94,500 Mid: $135,000

**AZ-Chandler:** Min: $94,500 Mid: $135,000

**Street Address**

**NC-Charlotte:** 301 S Tryon St - Charlotte, NC

**MN-Minneapolis:** 600 S 4th St - Minneapolis, MN

**AZ-Chandler:** 2600 S Price Rd - Chandler, AZ

**Disclaimer**

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

**Benefits Summary**

**Benefits**

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

**Company:** Wells Fargo

**Req Number:** 5572745-1

**Updated:** 2021-05-18 01:12:04.775 UTC

**Location:** Chandler,AZ