About this role:

Wells Fargo is seeking a Customer Communications Program Lead to become part of a new Customer Service Communications team within the Consumer and Small Business Banking (CSBB) Marketing Business Excellence group. Learn more about our career areas and business divisions at wellsfargojobs.com

This newly formed team partners with Product and Operations Communications groups across CSBB and related organizations and will be charged with elevating CSBB Customer Service Communications across

multiple channels, by applying a consistent customer centric approach, voice, and manner to service communication touchpoints to drive a more consistent customer experience over time. While the team's role will focus initially on the Consumer Banking area, accountability for Small Business Banking is

expected to follow for this team.

This role will have specific accountability for developing, implementing, and managing a customer service communications development process, from consulting on communication objectives and strategy to assessing and prioritizing requests, leading briefings with writers and evaluating the work against

objectives. Additionally, this role will establish stakeholder routines and identify opportunities to align servicing communication strategies and messages.

In this role, you will:

Develop and lead effective project briefings and communications development that results in a more consistent customer service communications experience. Specifically, you will:

• Evaluate LOB product partner needs by bringing or quickly developing a deep understanding of Consumer retail banking business, products, and services, and the business and customer experience objectives, to effectively influence service communication strategies within and across CSBB teams for optimal customer outcomes.
• Provide guidance to LOB partners on intake briefs and recommend optimal service communication messaging approaches and channel(s)
• Serve as the liaison between LOB partners and the team's writers
• Review all service communications developed to ensure alignment to the intake strategy and service communication guidelines prior to sharing with partners
• Develop process to provide stakeholder updates and lead meetings, often with senior leadership, to review assignments and recommended communications outputs
• Understand Compliance and Legal feedback and drive discussions and solutions that result in accurate yet customer-friendly copy outcomes. Know how to distinguish between business risk and creative opinion.
• Monitor customer feedback and recommend future communication improvements

Develop, implement, and manage an overall intake and workflow management process for team assignments, including communication capacity assessment and assignment prioritization to effectively manage deliverables. This will include development of plans, schedules and WIP for the team's workflow and management needs (e.g. SharePoint, or other tools that you may recommend).

Partner with other Communications/LOB teams to ensure alignment of service communication strategies and messages, as needed. Longer term, identify and prioritize areas for optimizing existing servicing communications

Evangelize the role of customer service interactions and communications in ensuring a seamless, positive customer experience and be able to articulate the potential impact of this work to the business and the Wells Fargo brand.

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
• 3+ years of Customer Service Communications and/or Consumer Marketing Communications program management experience

Desired Qualifications:

• Experience with, and passion for, continuously building, applying and sharing best in class, customer-centric service communications strategies and practices.
• Experience with a range of service communication channels from letters and statements to digital channels including alerts, email, app/systems-based service messaging, social media, etc. Exceptional collaboration and partnering skills. Experience working with creative content development and writers desired.
• Excellent program management and organization skills including the ability to manage across multiple projects and partners.
• Experience presenting projects, programs, or new process to others, including senior management, and knows how to tailor presentations to the audience.
• Ability to guide others toward change, new interaction models, while building deep partnerships across the extended team. Brings an 'agency model' partnership and influencing mindset and experience to the role.
• Energized by being a part of building new ways of working. Must enjoy being part of creating new structures and process while also remaining flexible and nimble to continually optimize, proactively inform and adjust approaches along the way.
• Understands and can effectively convey the significance and impact of even the simplest piece of service communication and its role in the customer's overall experience with Wells Fargo. And motivates and inspires themselves and others with this view, day-to-day.

This position is not eligible for Visa sponsorship.

Job Expectations:

• Ability to travel up to 15% of the time.

Work locations:

301 S Tryon St - Charlotte, North Carolina 28282

150 E 42nd St - New York, New York 10017

1755 Grant St - Concord, California 94520

333 Market St - San Francisco, California 94105

Required locations listed above. Relocation assistance is not available for this position.

Pay Range:

New York, New York: $115,900 - $206,100 Annually

San Francisco, California: $115,900.00 - $206,100.00 Annually

Concord, California: $115,900.00 - $206,100.00 Annually

Salary range is determined by location of the job. May be considered for a discretionary bonus.

Please note: Based on the volume of applications received, this job posting may be removed prior to the indicated close date.

Pay Range
$96,600.00 - $171,800.00 Annual
Benefits

• Information about Wells Fargo's employee benefits

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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.