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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Complaints Data Analytics and Reporting team (CDAR) organization falls under the Enterprise Complaints Management Office (ECMO) and is accountable for Data, Analytics, and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints, and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning, and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational, and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve, and report customer dissatisfaction across the company.
The Business Liaison Manager will lead a high-performing team responsible for executing the overall strategy for an enterprise customer experience program ('Advanced Listening') intended to assist Wells Fargo team members in the identification, categorization and routing of consumer complaints, as well as customer experience themes, topics, and emerging trends. This process will leverage numerous advanced analytic solutions, including NLP, AI, Machine Learning and other model development techniques. Additionally, this leader will ensure the delivery of numerous related projects designed to better implement, analyze, measure, and report on the Advanced Listening solution.
Specifically, this position will be accountable for:
Ensuring the execution for the advanced analytics program called Advanced Listening that will automatically determine the next best action with dissatisfied customers based on predictive indicators found in VOC data (e.g. emails, phone calls, social media, and surveys), behavioral data and transactions with Wells Fargo accounts
Managing an array of agile teams and a complex JIRA environment that organizes and tracks progress against the Advanced Listening program
Identifying opportunities to integrate the Advanced Listening program into the business to automatically prevent customer dissatisfaction from occurring or provide team members and/or customers with recommended actions after a dissatisfying event occurs
Collaborating with various lines of business to understand strategic direction and align the Advanced Listening program to address upcoming challenges and opportunities
Communicating the Advanced Listening program story through various forums (e.g. steering committees) to gain buy-in for significant system improvements across a number of dimensions (e.g. data and model prediction latency, data volume, data diversity, etc.)
Overseeing the evaluation of data sources, analytics platforms, rules engines, as well as current and upcoming projects to correctly align the Advanced Listening program with the future state analytics ecosystem at Wells Fargo
Strategically align the Advanced Listening program with the ECMP Enterprise program for end to end integration
Ensuring business requirements, given to Wells Fargo Technology (WFT) are properly aligned to support the Advanced Listening development
Managing the execution of needed documentation (e.g. process and data maps) are generated and organized to provide risk partners (e.g. model governance), audit partners and regulators with timely and accurate responses
Ensuring the execution of reporting that tracks the Advanced Listening program performance and incremental benefit provided to Wells Fargo
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
**Preferred locations are posted, however, open to other locations in the U.S**
10+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning
4+ years of management experience
Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
Ability to drive and lead organizational change in a dynamic environment
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Ability to work across multiple lines of business leading large scale initiatives
Ability to work effectively, as well as independently, in a team environment
Excellent verbal, written, and interpersonal communication skills
Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives
Strong organizational, multi-tasking, and prioritizing skills
Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals
Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change
Leadership skills including the ability to influence effectively in a matrix environment
Ability to travel up to 20% of the time
The salary range displayed below is based on a Full-time 40 hour a week schedule.
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.
Internal Number: 5552713-2
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo