Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.
Wells Fargo Enterprise Innovation Group, established in 2015, is an enterprise organization devoted to accelerating the companys delivery of next-generation customer-inspired technologies, products, and services. Serving as a catalyst for transformational change across Wells Fargo, the Innovation Group thinks outside of the box to drive long-term value to our customers. The Innovation Group partners with the Banks businesses and customer channels and focuses on developing new technology platforms and applications for our banking businesses, creating the products, services, and business models that will allow Wells Fargo to stay competitive and relevant to our customers. We are an entrepreneurial, passionate team embracing bold ideas and reimagining experiences for our customers.
We are recruiting a new Channel Connections product owner who will support the establishment and on-going activities of a Customer Engagement Engine (CEE) capability. The CEE has a key objective of engaging Wells Fargo customers in a personalized one-to-one dialogue, creating timely and relevant communications to serve customers needs.
This new role will be responsible for developing and executing against an omni-channel connection and enablement roadmap, which will deliver effective and evolving channel connections and engagement to enable the CEE's success. This will include all existing consumer channels and will also incorporate managing key dependencies, such as channel measurement and content as a service.
This leader will support the establishment of a broader Connections team to enable the CEE capability to be deployed and adopted across Wells Fargo, and will require a keen focus on strategy, execution, transformation, partnership, and leveraging a getting to yes mindset. Ideally this individual will have developed a core competency in this area, having implemented extensive channel connectivity programs for similar capabilities.
This leader will partner closely with and drive consensus among peers within the Channel, Technology, Marketing, Legal/Risk/Compliance teams. They will also collaborate with other enterprise strategic programs, such as Consumer Strategy, Net Promoter System, and Financial Health.
Responsibilities to include:
CEE Channel Connections & Adoption
Partner across the CEE, Channel, Technology and Marketing teams to develop a 3 year Omni-channel connection roadmap and delivery plan, with a key focus on channel implementation, engagement, and adoption
Lead channel connection design thinking to ensure effective integration and engagement strategies are deployed
Drive execution to bring together multiple work streams and deliver against an aggressive enablement plan, meeting key execution timelines, and addressing/escalating key decisions and challenges as they arise
Lead a matrix team approach and leverage an Agile working methodology to enable core working teams and cross-functional teams to complete activities within key milestones
Identify and partner with key teams who are establishing/managing critical dependencies to ensure successful design and integration efforts
Act as a key change agent, identifying, implementing and championing overall change management, business process management, and program management needs
Communicate critical feedback, milestones, time frames and risks to stakeholders and executive leadership
Leadership and Management
Be a relentless champion for the needs of our consumers and team members
Communicate the impact of personalization at internal business and functional reviews to ensure that its value is understood and new ideas are continuously generated
Constantly evaluate our Personalization procedures and methods to ensure they are as effective and efficient as possible and, in partnership with our own internal risk management teams, compliant with all relevant laws and regulations as well as Wells Fargos guidelines, obligations, and business principles
8+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting
8+ years of leadership experience
Other Desired Qualifications
At least 10 years of experience executing complex business or enterprise technology programs, with a critical focus on channel connections, user experience design, front line engagement, risk management, and key enablement/adoption capabilities
Experience leading enterprise-wide initiatives spanning across multiple liners of business and functional areas
Experience leading cross functional teams to define, scope and prioritize requirements
Significant program leadership and experience to ensure ability to plan, track, manage and drive multiple projects at once, within aggressive timelines.
Experience of leveraging an Agile framework and implementation approach
Familiarity with, and a passion for, keeping current with the latest advances and innovations in digital, technology and financial services
Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders.
Previous product ownership of Omni-channel capabilities would be beneficial
Ability to travel up to 20% of the time
CA-SF-Financial District: 333 Market St - San Francisco, CA
NC-Charlotte: 301 S Tryon St - Charlotte, NC
NY-New York: 150 E 42nd St - New York, NY
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.