About this role:

Wells Fargo is seeking an experienced Senior Communications Consultant to join the Investment Contact Center (ICC). This individual contributor role will drive transformation through the development of internal communications at a time when the organization is undergoing many changes. The ideal candidate is a professional writer who likes to take initiative and work in a dynamic, fast-paced environment that requires creativity, resilience, a customer-centric approach, and sound risk management.

In this role, you will:

• Serve as a strategic consultant to ICC departments focused on client experience and initiative management and implementation.
• Break down complex changes and turn them into simple, straightforward messages and narratives.
• Work closely with business partners to optimize communication in customer-relevant ways.
• Act as a point of contact and trusted advisor to business leaders.
• Develop communication plans and strategies including the design/medium/channel for execution.

The ideal candidate will have working knowledge of the contact center environment, a passion for customer service, and the ability to take complex topics, and turn them into clear, written content aligned with business strategies. He or she must be able to pick up new topics quickly to write and develop job aids, quick reference guides, or other necessary instructional communication outside the scope of Learning & Development. This role is responsible for ensuring materials align with corporate and business policies, the Wells Fargo Writing Guide, and Wells Fargo brand standards.

Required Qualifications:

• 4 years of Public Relations, Media Relations or Corporate Communications experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Demonstrate thought-leadership, proactive consulting and active planning to reach internal audiences in engaging and effective ways
• Demonstrate expertise in all types of communications, presentations, and instructional communications, experience creating communication plans and approaches, and a proven ability to bring great ideas from inception to full execution
• Ability to articulate complex concepts in a clear manner
• Strong attention to detail, including accuracy in grammar and a sharp focus on eliminating errors
• Ability to manage multiple and competing priorities
• Strong collaboration and partnering skills
• Knowledge and understanding of contact center environments and associated technologies
• Knowledge and understanding of brokerage industry: products, services, operational policies, and procedures
• Knowledge and understanding of regulatory compliance requirements surrounding broker dealer roles and FINRA Rules
• Knowledge and understanding of Wells Fargo branding standards
• Strong attention to detail, including accuracy in grammar and a sharp focus on eliminating errors
• Advanced Microsoft Word and PowerPoint skills

Job Expectations:

• Develop instructional communications (presentations, huddle guides, reference guides, etc.) outside the responsibility of Learning & Development (L&D) and route for approvals.
• Consult with subject matter experts (SMEs), business execution consultants, and business leaders to understand complex business initiatives and recommend communications strategies and plans.
• Analyze metrics to monitor efficacy of communications plans and adjust as necessary to meet overall change management goals. Prepare reporting based on site analytics and JIRA workflow management tool.
• Attend working group meetings for initiatives to serve as communications lead.
• Prepare and distribute internal communications to support change management efforts.
• Design and format materials, serve as brand steward, and WF Writing Guide editor for ICC.
• The role is a hybrid office/remote role, with the ability to work up to two days per week remotely.

Posting End Date: 

*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.