Lead Branch Experience Design Strategist
Wells Fargo is seeking a Lead Branch Experience Design Strategist to translate branch format strategy into customer and employee experiences that are practical, scalable, and measurable. This individual contributor will lead the development of journey maps, service blueprints, experience architectures, and experience-zone requirements that define how future branch formats function and feel.
Working across Physical Design, Technology, Operations, Analytics, Customer Experience, and Test Kitchen teams, this role will transform customer insights, employee needs, business objectives, and operational requirements into actionable experience strategies and design frameworks. The successful candidate will leverage service design, human-centered design, and experience design methodologies to shape future-state branch concepts and ensure strategic priorities are translated into meaningful customer and employee experiences.
In this role, you will:
- Partner with the Senior Lead Branch Formats & Experience leader to translate branch format strategy and the 5- to 10-year vision into actionable experience design strategies.
- Lead development of customer and employee journey maps, service blueprints, experience architectures, and experience principles for current and future branch formats.
- Translate customer strategy, customer archetypes, behavioral insights, employee feedback, and business priorities into experience requirements and design criteria.
- Define the intended purpose, interactions, behaviors, moments, capabilities, and outcomes for branch experience zones.
- Create future-state experience concepts spanning physical, digital, assisted, self-service, and advisory interactions.
- Identify friction points, unmet needs, and experience opportunities across priority journeys and recommend practical design responses.
- Facilitate journey-mapping, service-design, concept-development, and cross-functional alignment workshops.
- Partner with Physical Design to ensure experience intent is reflected in layouts, environmental standards, furnishings, signage, privacy, wayfinding, and other physical solutions.
- Synthesize qualitative and quantitative research into clear insights, design implications, executive narratives, and recommendations.
- Monitor trends in service design, retail, hospitality, workplace, accessibility, technology, and customer behavior to inform experience strategy.
- Manage multiple experience-design workstreams and influence cross-functional partners without direct authority.
Required Qualifications:
- 5+ years of product, user experience, or content design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 5+ years of experience in experience strategy, service design, customer experience, journey design, human-centered design, design consulting, retail strategy, or related disciplines.
- 5+ years of experience leading customer journey mapping, employee journey mapping, service blueprinting, experience architecture, or service design initiatives.
- 4+ years of experience translating customer research, employee insights, business objectives, or operational requirements into experience strategies, design requirements, or customer experience improvements.
- 3+ years of experience facilitating workshops, design sessions, journey mapping sessions, or stakeholder alignment activities.
- 3+ years of experience applying Design Thinking, Human-Centered Design, Service Design, Jobs-to-Be-Done, or similar customer-centered methodologies
Desired Qualifications:
- Experience in financial services, retail banking, retail, hospitality, workplace strategy, or other customer-facing service environments.
- Experience designing omnichannel customer experiences that integrate physical, digital, assisted, and self-service interactions.
- Experience supporting pilots, prototypes, test-and-learn programs, innovation labs, or experience experimentation initiatives.
- Advanced degree in Service Design, Human-Centered Design, Customer Experience, Psychology, Business, Strategy, Organizational Design, or a related field.
- Experience translating customer experience strategies into physical environments, operational processes, technology capabilities, or service delivery models.
Job Expectations:
- Ability to travel up to 30%
- This position is not eligible for Visa sponsorship.
Locations:
- 1525 W W.T. Harris Blvd, Charlotte, NC 28262
Posting End Date:
11 Sep 2026
*Job posting may come down early due to volume of applicants.
