Why Wells Fargo: This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace. We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today. About this role: Wells Fargo is seeking a Senior Business Execution Consultant within Customer Excellence Data and Analytics (CEDA). Our organization, Customer Excellence Data and Analytics (CEDA), sits within Enterprise Remediations and Complaints and focuses on being Wells Fargo’s leading data and analytics organization in solving business problems, finding actionable insights, proactively mitigating risk, and enabling operational excellence. CEDA supports the Wells Fargo enterprise with business enablement and analytics that solve problems, drive efficiency and sustain a strong risk and control environment. We use our expansive knowledge of data to operationalize analytic solutions. Within CEDA, this role will be a part of Strategy, Transformation and Automated Controls (STAC) who leads CEDAs strategic priorities, data as a “product,” and transformation office supporting all analytical functions within CEDA. STAC leads analytics development and business strategies focused on contact center operational efficiencies, quality controls, and risk mitigation in near-real time for enhanced customer & team member experiences. This role will primarily support work within the contact center technologies space, being an advocate for changes introduced into ECR\CEDA businesses through efforts such as technology growth or enhancements to existing infrastructure as well as new solutions being implemented into our critical environments. In this role, you will: Solution, implement and test new or enhanced features within ECR telephony spaces Identify and recommend opportunities for process improvement, redesign, change management initiatives, and risk control development in contact center telephony processes Support contact center telephony functions or operations for multiple business groups and contribute to large scale strategic initiatives Research moderately to complex contact center technology needs, operational, and strategic initiatives that require basic knowledge of organizational strategy and business execution to effectively complete projects Ensure efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations Work independently to make recommendations for support function by providing support and leadership Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience Collaborate and consult with team leaders in developing project plans, policies and procedures in contact center spaces Provide leadership in management of relationships and implementation of programs, services, and initiatives with cross functional business partners Required Qualifications: 4 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 with real time capabilities within contact center technology Understanding of contact center technology including phone routing, email channels, chat, and various systems of record across the Enterprise Knowledge and understanding of telephony: architecture, standards, and practices in a call/contact center environment Knowledge and understanding of telephony: technologies and functions in a call/contact center environment Knowledge and understanding of telephony: training or practical understanding of routing and switching concepts Experience with system support, EACOs, and working with contact center technology teams Experience with contact center as a service efforts within or external to Wells Fargo Ability to identify, research and solution simple to complex technology and reporting requirements Experience with modeling or NLP capabilities – Speech or Text analytics Job Expectations: The selected candidate must be located in one of the listed work locations and expected to work on site three days a week. This position is not eligible for Visa sponsorship. Posting End Date: 29 Apr 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. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. 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 & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 47 on Fortune’s 2023 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.