About this role:

Wells Fargo is seeking a Lead Design Research & Strategy Specialist in Card and Merchant Services as part of Consumer Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Lead complex initiatives through research and creativity
• Investigate behaviors to derive potential strategies to improve customer engagement
• Identify customer pain points to improve the customer experience
• Lead the team to create new designs to inspire and address internal partners and engage external clients
• Collaborate and consult with peers, colleagues and mid-level to experienced managers to create strategies to engage the customer
• Improve customer service by solving operational issues.
• Support the unit's commitment to customers' satisfaction through fast and courteous service via contact center and other channels
• Collaborate with designers to improve customer journeys across card servicing
• Define customer persona’s to ensure analysis and solutions are done from the customer’s perspective

Required Qualifications:

• 5 years of Website or Application Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Ability to research, develop and execute customer experience solutions for online applications, websites and call center servicing application.
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to assess business, user and technical requirements.
• Experience designing, developing, testing, and refining prototypes.
• Strong analytical skills with high attention to detail and accuracy 
• Excellent verbal, written, and interpersonal communication skills.
• Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives.
• Experience with customer experience design, such as previous customer journey mapping design experience
• Ability to develop partnerships and collaborate with other business and functional areas.
• Strong customer/stakeholder interaction ability to participate in customer research and engagements preferred in financial services.

Job Expectations:

• Ability to travel up to 10% of the time
• Ability to work on-site at one of the posted work locations

Posting Location:

• Charlotte, North Carolina
• Dallas, Texas
• Wilmington, Delaware
• Phoenix, Arizona
• West Des Moines, Iowa

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.