About this role:
The Lead Business Execution Consultant will serve as a key leader within Business Banking Client Experience (CX), responsible for driving the strategy, governance, measurement, and continuous improvement of the end-to-end customer experience. This role partners across Business Banking, Analytics, Product, Marketing, Operations, and Strategy teams to develop client-centric growth strategies, monitor performance, and provide actionable insights that improve client satisfaction, loyalty, and business outcomes.
The role owns enterprise-level client experience governance, including executive reporting, customer feedback measurement, competitive benchmarking, and attrition insights, ensuring leadership has clear visibility into client trends, risks, and opportunities.
In this role, you will:
- Lead the development and execution of the overall Business Banking Client Experience strategy, aligning customer priorities with business growth objectives.
- Establish and manage governance processes for client experience initiatives, ensuring accountability, transparency, and measurable outcomes.
- Own NPS (Net Promoter Score), OSAT (Overall Satisfaction), and other customer experience metrics, including performance tracking, trend analysis, and executive reporting.
- Identify customer experience opportunities and risks through analysis of customer feedback, operational performance, and market trends.
- Conduct competitive experience benchmarking to assess Business Banking's customer experience performance relative to industry peers and identify best practices.
- Develop customer attrition insights and analytics to identify drivers of client loss, retention opportunities, and areas for experience improvement.
- Translate customer, operational, and market insights into actionable recommendations that drive improvements in customer satisfaction, loyalty, and business performance.
- Lead cross-functional teams to develop and implement customer experience initiatives and continuous improvement efforts.
- Prepare executive-level presentations, dashboards, and governance materials that clearly communicate customer experience performance, trends, risks, and strategic recommendations.
- Partner with senior leaders to establish customer experience priorities, define success measures, and drive execution against strategic objectives.
- Facilitate decision-making and issue resolution for complex customer experience challenges and strategic initiatives.
- Influence stakeholders across Business Banking and enterprise functions to drive alignment, accountability, and customer-focused outcomes.
Key Areas of Ownership
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
Required Qualifications:
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
- Experience leading client experience strategy, governance, or transformation initiatives.
- Strong knowledge of client satisfaction metrics, including NPS and OSAT methodologies.
- Experience developing executive-level reporting, dashboards, and performance insights.
- Strong analytical and problem-solving skills with the ability to convert data into strategic recommendations.
- Ability to influence senior leaders and drive alignment across multiple stakeholder groups.
- Experience managing large-scale, cross-functional initiatives in a highly matrixed organization.
Key Areas of Ownership
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.
$119,000.00 - $187,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit 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:
20 Sep 2026
*Job posting may come down early due to volume of applicants.
