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At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.The Enterprise Complaints Management Office (ECMO) in Consumer Banking plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Operational Risk, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.This role will be responsible for the development and implementation of experiments and measurement capabilities. This includes tools designed to measure the effect of initiatives designed to improve the Wells Fargo customer experience by reducing pain points associated with complaints. The team will use a mix of proprietary, open source and vendor platforms used to analyze customer and team member text, speech, and transactional data through a variety of analytic techniques. This includes supervised and unsupervised analytical solutions, e.g. Artificial Intelligence (AI) and Machine Learning (ML) to quantify complaint reduction and experience improvement.This position will report to the Head of Enterprise Customer Complaint Analytics and Insights and lead a team accountable for developing and implementing experimentation and measurement standards and capabilities across LOBs.Specifically, this leader will be accountable for:
Testing, experimental design and measurement of large-scale AI projects involving multi-dimensional databases, complex business infrastructure, complicated business use cases and cross-functional teams.
Developing A/B testing frameworks, experimental design, sampling methods, and statistical analysis/hypothesis testing.
Measurement of business value/customer impact.
Developing effective processes to ensure model development practices and documentation meets CMOR standards
Developing & implementing scalable, repeatable measurement tools & practices deployable across multiple LOB systems
The candidate will have a track record of successfully developing and managing data, reporting, and analytic initiatives using advanced reporting tools and techniques. Leader will have strong knowledge and experience with experimental design, A/B testing, developing reusable analytic tools and frameworks deployed into front and back-office operational systems. The leader will have experience working with customer transaction and interaction data including working with other teams to identify data required to deliver on analytic initiatives, and driving complex enterprise initiatives into the business.Will have experience managing multi-discipline teams under tight timelines and meeting deliverables with exceptional quality and customer service. Successful candidates will have demonstrated the ability to connect analytical results to business operations to make insights actionable. He/she will be articulate, possess proven leadership capability and strong interpersonal effectiveness as they will interface and present to senior leadership, including risk and oversight groups across Wells Fargo.As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Locations: Phoenix, AZ; Charlotte, NC; Minneapolis, MN; Des Moines, IA; San Antonio, TX – will consider other Wells Fargo locations and position open to telecommute.Required Qualifications:
8+ years of experience in analytics, modeling, or a combination of both
6+ years of management experience; or 6+ years of leadership experience in an advanced quantitative analytics function
Ability to travel up to 25% of the time
Job Expectations:
Ability to travel up to 25% of the time
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5511011&PostingSeq=1.All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
