Small And Business Banking Segment Strategy And Client Experience Executive

Consumer & Small Business Banking (CSSB)
Consumer and 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 Small and Business Banking Segment Strategy & Client Experience Executive for Consumer, Small and Business Banking (CSBB) is responsible for the end-to-end customer experience and Client journey for our Small and Business Banking segment, including defining and executing our Segment Strategy and tactics across generations, business sizes, and profitability.

Scope of responsibilities include:

• Digital Business engagement and integration partnering with Digital, Marketing, Product, Client Experience teams
• J.D Power, Medalia, Loudspeaker, Voice of the Customer, Complaints integration, etc.
• Competitive intelligence: industry research and Investor Relations Product, offers integration for Small Business segment
• Client capture and penetration strategies including retention and growth
• Customer journeys including client onboarding, account opening, and engagement
• Lead for diverse segments integration, impact, and coordination with SBB strategic plan
• Client satisfaction, Client Experience and customer complaints and tactics to address including cross-sectional views

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 Business Growth Strategy 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:

• Deep understanding of Small and/or Business Banking and Lending
• Experience leading a team focused on enhancing customer experience
• Experience with Net Promoter Score (NPS), JD Power, and various customer input channels and forums
• Proven experience in driving results focused on the customer journey by leveraging competitive intelligence, data, survey results and various customer inputs
• Strong understanding digital platforms
• Leveraging financial and data analysis to drive results
• Ability to achieve results in a high complexity environment
• Executive level communications

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

• Digital Business engagement and integration partnering with Digital, Marketing, Product, Client Experience teams
• J.D Power, Medalia, Loudspeaker, Voice of the Customer, Complaints integration, etc.
• Competitive intelligence: industry research and Investor Relations Product, offers integration for Small Business segment
• Client capture and penetration strategies including retention and growth
• Customer journeys including client onboarding, account opening, and engagement
• Lead for diverse segments integration, impact, and coordination with SBB strategic plan
• Client satisfaction, Client Experience and customer complaints and tactics to address including cross-sectional view