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About this role:

Wells Fargo is seeking a Senior Lead Product Performance Optimization Strategist, Executive Director to join our dynamic Enterprise CX Platform team. We are committed to excellence, driven by enhancing customers lives with Wells Fargo, and focused on continuous improvement with innovative solutions.

In this role, you will:

  • Translate performance metrics into financial insights to drive business cases and prioritize the team’s work 
  • Lead the strategy and execution of performance analytics opportunities in support of customer and employee feedback experiences
  • Collaborate with business CX leaders to understand business needs, and the best way to collect customer feedback via direct and indirect channels.
  • Analyze survey performance data to identify trends, patterns, and areas for optimization.
  • Develop and implement strategies to optimize feedback performance, through enhancing surveys strategy, contact channels, and/or combining additional operational data such as call transcripts and digital behavior analytics.
  • Conduct A/B testing and other experiments to evaluate the impact of proposed optimizations.
  • Develop dashboards and reporting to monitor key performance metrics and provide regular reports and insights to stakeholders.
  • Lead cross-functional initiatives to address critical performance issues and drive continuous improvement.
  • Review performance of tools used by Enterprise CX Platform and Capabilities team including synthesizing performance for review with CX leadership and vendor partners 

Required Qualifications:

  • 7+ years of Website or Application Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

  • 7+ years of experience in product management, customer experience, data analytics, or related roles, with a focus on performance optimization.
  • Experience with root cause analysis to drive actionable insights/backlog.
  • Experience proactively identify opportunities for improvement and taking initiatives to experiment and implement solutions
  • Ability to influence effectively in a matrix environment
  • Ability to manage product improvement initiatives to optimize operational effectiveness and efficiencies for customers
  • Excellent communication and collaboration skills, with the ability to effectively lead and influence diverse stakeholders.
  • Past experience working with insight platforms such as Medallia/Qualtrics/other
  • Bachelor's degree in business, marketing, computer science, or related field

Location:

401 S. Tryon Street Charlotte NC

150 E 42nd Street, New York NY

Pay Range

$111,100.00 - $237,100.00

Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

  • 401(k) Plan
  • Paid Time Off
  • Parental Leave
  • Critical Caregiving Leave
  • Discounts and Savings
  • Health Benefits
  • Commuter Benefits
  • Tuition Reimbursement
  • Scholarships for dependent children
  • Adoption Reimbursement

Posting End Date:

28 Mar 2024

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: 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.

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.

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Confirmed 22 hours ago. Posted 6 days ago.

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