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 'Apply' 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 Apply 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 Apply 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 agile delivery 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 Apply journey overall. The Apply journey begins when a prospective customer starts to apply for Merchant Services product options and ends when the prospective customer is notified of an approval/decline decision.
Journey transformation , including transformation of all customer-facing elements. These elements include the application, contracts, terms/conditions, and e-signature package. Transforming this journey involves engaging with Credit Risk, Operations, Product, and other areas of the business to reimagine what information we capture and how we capture that information from customers.
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
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
Previous experience driving business/product transformation within an Agile framework
Strong familiarity with user-centered experience design and/or service design, using journey mapping and related research techniques
Process design and process improvement experience
Outstanding attention to detail and ability to 'get into the weeds'
Strong analytical capabilities, including knowledge of digital funnel KPIs/reporting and experience leveraging data analysis for framing business strategy options
Experience developing and delivering customer-facing platforms, experiences, and/or materials
Experience streamlining customer application packages, including contracts and terms & conditions
Experience with B2B financial services 'apply' processes/journeys impacted by know-your-customer (KYC) regulations
Knowledge of current digital banking trends, including onboarding/new account opening
Ability to influence, partner, and negotiate at all internal organizational levels to gain commitment to accomplish business goals
Comfort with shifting priorities, and an intuitive sense of relative perspective
Understanding of the financial services needs of small, medium and/or large businesses
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 hub 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 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.
$120,400.00 - $250,000.00 Annual
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.
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