Consumer Small & Business Banking (CSBB) provides financial services to consumer banking, consumer lending, and small business customers through over 4,300 retail bank branches and more than 11,000 ATMs in 36 states and the District of Columbia, as well as through 20 customer service centers. CSBB is focused on continuously improving our customer satisfaction, by simplifying our products, pricing and processes and targeted innovation at scale.
The Role
The Head of CSBB Brand & Customer Experience will be responsible for delivering an Enterprise-wide Customer Experience Measurement Program, identifying and leading CSBB Customer Experience priorities, improving CSBB's brand preference, and driving consistency and impact across all CSBB customer-facing marketing and communications.
In this role, you will:
Deliver an Enterprise-wide Customer Experience Measurement and Management Program
Identify and lead CSBB's customer experience priorities and improve CSBB's brand preference
Drive consistency and impact across all CSBB customer-facing marketing and communications
Lead a team of experienced managers and individual contributors to engage and activate cross functional teams
Develop and guide a culture of talent development to meet business objectives and strategy
The Candidate
This leader must be an exceptional leader and will be recognized for accomplishments related to hiring, retaining, and developing a world-class staff. Successful candidates will be articulate and possess a demonstrated leadership capability and will have strong interpersonal effectiveness. They must have strong understanding of business drivers and processes and be an effective influencer that has credibility with business leaders and able to offer credible challenge as needed. Leadership, relationship management, and credibility will be determining factors in selection.
Required Qualifications:
8+ years of Marketing, Digital Marketing, Digital Platforms, Social Media Marketing, Strategy, or Senior Business Management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
4+ years of Management experience
Desired Qualifications:
15+ years leading large scale brands that are known for their customer experience
12+ years leadership experience in the financial services industry
Experience leading a brand transformation for a B2C brand (client-side experience, not agency)
Strong understanding of Consumer and Business Banking
Strong understanding of Digital and Branch channels
Strong understanding of Customer Experience measurement approaches
Experience with customer survey methodologies
Experience defining and executing programs that improve Customer Experience
Highly effective and proven consultative leader with strong business acumen, drives continuous improvement in a data-driven way, and strong vision for putting customers at the center of the business
Demonstrated effectiveness and collaborative partner with superlative executive presence and credibility as a result of demonstrated integrity, business management experience, sales and financial management acumen, and effective decision-making/critical thinking/problem solving skill that is execution-focused, and results oriented.
Experience managing in a complex, matrixed environment and comfortable leading and executing through influence.
Strong people leader with proven experience building, leading, and engaging high-performing, diverse, and inclusive teams.
Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates. $173,300.00 - $359,900.00 Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement
Posting End Date: 30 Dec 2024 * Job posting may come down early due to volume of applicants.
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, status as a protected veteran, or any other legally protected characteristic.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.