Customer Journey Liaison

About this role:

Wells Fargo is seeking a Customer Journey Liaison for our Consumer Data and Engagement Platforms (CDEP) group. CDEP is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives. The Customer Journey Liaison will lead and influence journey strategy for the "Become a Customer" acquisition and onboarding experience across products and channels.

In this role, you will:

Initiative Leadership

• Product ownership - serve as engagement lead (e.g., develop and deliver a common onboarding journey across products and channels)
• Strategy development (e.g., define target state common journey)
• Liaise with partners in LOBs and channels on objectives, requirements, and approach
• Accountable for development and execution, lead a cross-functional working team or workstream
• Establish and enhance cross-product & channel Journey Management framework
• Analyze existing backlogs across products and channels to understand gaps & opportunities vs target state
• Align with Technology and Architecture on capabilities needed to build target and future state
• Influence pivots in associated LOB Product roadmaps/backlogs
• Set and evaluate progress toward objectives and key results

Insights & Analytics

• Provide business requirements to analytics teams as new queries are developed or capabilities come online
• Ongoing performance monitoring for OKRs
• Serve as overall common journey team interface to Customer Experience team and analytics partners
• Drive research gathering and insights, pull out implications and actions from the data

Required Qualifications:

• 5 years of Strategy and Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 3 years of customer journey mapping experience
• Strategic thinker with outstanding analytical and problem-solving skills
• Strong communication, interpersonal, and leadership skills, will need to collaborate with senior partners for Lines of Business and Functional Support groups
• Experience presenting information in a manner that persuades, educates, and enhances understanding at all levels
• Experience developing partnerships and collaborating with other business and functional areas
• Strong analytical skills and ability to build business cases
• Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
• Ability to influence executive decision-making and successfully negotiate critical issue resolution related to program initiatives
• Ability to manage complex initiatives
• Ability to manage multiple and competing priorities
• Strong analytical skills with ability to turn findings into executable plans to meet business objectives
• Superior project management skills including the ability to handle multiple projects concurrently

Job Expectations:

• Ability to travel up to 10% of the time

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, or national origin.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.