About this role:

Wells Fargo is seeking a Customer Experience Strategy Consultant to support the Business Card Product Team. The functional title of this role is Lead Business Execution Consultant. As part of the Customer Experience, Advocacy & Insights team, this consultant will translate feedback from customers and frontline bankers into actionable insights, process enhancements, new capabilities, and measurable improvements across the end-to-end customer and banker experience.

Learn more about the career areas and lines of business at .

In this role, you will:

• Serve as a strategic advisor to leadership, advancing key initiatives and developing clear, executive-ready communications and presentations for senior stakeholders.
• Lead the analysis and resolution of highly complex, cross-functional business challenges, using sound judgment, strong analytical skills, and broad business knowledge to deliver scalable, long-term solutions.
• Provide strategic direction and subject-matter expertise to senior leaders implementing innovative, enterprise-level business solutions.
• Facilitate team meetings and steering committees to support informed decision-making and the successful implementation of recommendations and action plans.
• Build strong partnerships with professionals and leaders across multiple lines of business, serving as a trusted advisor on customer and banker experience priorities.
• Provide direction to cross-functional teams by applying business expertise, clarifying priorities, and driving accountability for results.

Required Qualifications:

• 5+ years of experience in business execution, implementation, strategic planning, or an equivalent combination of work experience, training, military experience, and education

Desired Qualifications:

• Experience tracking, analyzing, and interpreting customer satisfaction metrics, including Net Promoter Score and J.D. Power results.
• Knowledge of complaint management practices and experience identifying opportunities to improve customer and banker experiences.
• Demonstrated experience leading large-scale planning efforts across multiple teams.
• Ability to make timely, independent decisions in a fast-paced, results-oriented environment.
• Proven ability to collaborate effectively across teams and organizational levels, with a high degree of flexibility and adaptability.
• Excellent verbal, written, and interpersonal communication skills.
• Experience using Agile tools and ways of working.

• Lead root-cause analysis of customer complaint drivers and translate findings into actionable improvements.
• Reduce complaints through disciplined, end-to-end insights management.
• Develop educational content for bankers and customers, including online resources, videos, and newsletters.
• Conduct onsite visits to branch and contact center locations to gather insights and strengthen frontline engagement.
• Design and optimize a high-value client servicing model that supports consistent service delivery and higher customer retention.

Job Expectations:

• This position is not eligible for Visa sponsorship
• This position offers a hybrid work schedule
• Relocation assistance is not available for this position.
• Must be able to work on-site.

Locations:

Charlotte, NC

Wilmington, DE

Tempe, AZ

West Des Moines, IA

Posting End Date:

*Job posting may come down early due to volume of applicants.