Details
Posted: 02-Apr-22
Location: Tempe, Arizona
Salary: Open
Internal Number: R-143744-6
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.
About this role: Wells Fargo's Merchant Services organization is nationally recognized for its ingenuity and reputation as a leader in the electronic payments industry. We provide businesses across the U.S. with a range of payment processing capabilities with in-person, online and on-the-go options. We are searching for a highly-skilled Merchant Services 'Get Started' Journey Leader (Senior Lead Execution Consultant).
In this role, you will: This senior individual contributor role on the Merchant Services 'Become a Customer' Journey team will lead experience product management of the Get Started journey to transform the customer experience across both assisted (sales-led) and digital/self-enrollment channels, and across both the Small Business and Commercial/Corporate customer segments. The Get Started Journey Leader will drive journey discovery, strategy, service design, transformation roadmap development, and prioritization (tech and non-tech)-all with the goal of making it easier for customers to do business with us.
The ideal candidate will have experience successfully leading transformation initiatives in a customer-centric context, preferably in the financial services and/or payments industry. A successful candidate will have strong proficiency with user-centered experience design and/or service design, experience product management and/or digital product management, and marketing principles. In addition, the candidate should possess excellent strategic leadership capabilities, incredible attention to detail, and a flexible, team-oriented approach.
Key areas of work include:
- Strategy development, service design, and experience product management for the Merchant Services 'Get Started' journey overall. The Get Started journey begins when a customer has been approved for a Merchant Services product and is ready to start using it. The journey ends with the customer is actively using the Merchant Services products.
- Journey transformation , including transformation of all customer-facing elements. These elements include all touchpoints to welcome a customer to their new product/relationship and support their activation/usage of the product, including initial email communications and sales team outreach. Transforming this journey involves engaging with Operations/Servicing, Marketing/Communications, Sales, Product, and the greater Wells Fargo organization to reimagine how we provide an integrated experience for a customer who is getting started with their new payment acceptance product.
- Conceptualization and development of net new journey capabilities/elements , including a potential new online customer portal and related resources.
Required Qualifications, US:- 7+ years of Management Consulting, Strategy Consulting, or Business Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:- Demonstrated success in experience product management and/or digital product management, from discovery through execution, including significant experience developing strategy, priorities, roadmaps, and business cases for a product, service, or marketing channel
- Strong familiarity with user-centered experience design and/or service design, using journey mapping and related research techniques
- Demonstrated experience developing and delivering customer-facing materials and/or marketing programs
- Process design and process improvement experience
- Outstanding attention to detail and ability to 'get into the weeds'
- Solid analytical capabilities, including leveraging data analysis for framing business strategy options
- Ability to influence, partner, and negotiate at all internal organizational levels to gain commitment to accomplish business goals
- Previous experience driving business/product transformation, ideally within an Agile framework
- Comfort with shifting priorities, and an intuitive sense of relative perspective
- Understanding of the financial services needs of small, medium and/or large businesses
- Experience streamlining customer 'welcome' and other onboarding communications for a complex product
- Excellent verbal, written, and interpersonal communication skills
- Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
- MBA or other Master's degree
- Demonstrated success in experience product management and/or digital product management, from discovery through execution, including significant experience developing strategy, priorities, roadmaps, and business cases for a product, service, or marketing channel
- Strong familiarity with user-centered experience design and/or service design, using journey mapping and related research techniques
- Demonstrated experience developing and delivering customer-facing materials and/or marketing programs
- Process design and process improvement experience
- Outstanding attention to detail and ability to 'get into the weeds'
- Solid analytical capabilities, including leveraging data analysis for framing business strategy options
- Ability to influence, partner, and negotiate at all internal organizational levels to gain commitment to accomplish business goals
- Previous experience driving business/product transformation, ideally within an Agile framework
- Comfort with shifting priorities, and an intuitive sense of relative perspective
- Understanding of the financial services needs of small, medium and/or large businesses
- Experience streamlining customer 'welcome' and other onboarding communications for a complex product
- Excellent verbal, written, and interpersonal communication skills
- Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
- MBA or other Master's degree
Location: Charlotte, NC; Wilmington, DE, New York, NY; Dallas; TX, Tempe, AZ OR San Francisco, CA
Preferred location(s) listed above. Other locations within the Wells Fargo footprint may be considered.
NY - NYC Pay Range: $138,500 - $287,600 Annually.
Salary range is determined by location of the job.
Merchant Services hub locations are preferred, including Wilmington, Charlotte, and Tempe/Phoenix, though candidates in other Wells Fargo locations may be considered. This is a hybrid role, with the expectation of working at least three days per week from a Wells Fargo office location. The position includes a 10% travel requirement in a typical (non-Covid) environment.
Pay Range$120,400.00 - $250,000.00 Annual
Benefits - Information about Wells Fargo's employee benefits
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, or status as a protected veteran.
