Enterprise CX Survey Delivery Leader

About this role:Wells Fargo is seeking a Enterprise CX Survey Delivery Leader to join the Enterprise CX Platform Product Team within Consumer and Small Business Banking Marketing. Our team supports various departments by overseeing survey and Voice of Customer (VoC) and Voice of Employee (VoE) dashboard needs. Currently managing 50+ active survey programs, we aim to enhance stakeholder understanding of customer and employee experiences. Join us to guide short/long term business priorities and decisions. Learn more about the career areas and lines of business at wellsfargojobs.com .In this role, you will:

Lead, mentor, and manage a team of CX specialists responsible for survey implementation

Collaborate with and influence functional business partners, leaders, and executive management to provide support and drive strategic initiatives for the business; provide expert guidance on survey design, methodology, and best practices

Oversee the end-to-end survey delivery process, from intake to final reporting, while ensuring the accuracy, quality, and timeliness of survey projects

Engage functional leaders to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo's policies and business line objectives

Identify potential risks when implementing change along with developing mitigation strategies and plans

Recommend opportunities for Business Execution process improvement; foster a collaborative and high-performance work environment

Determine appropriate strategies and actions of multiple business groups to meet moderate to high complex deliverables

Interpret procedures and processes, and provide leadership to strategize and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk

Manage allocation of people and financial resources for Business Execution

Develop and guide a culture of talent development to meet business objectives and strategy

Successfully navigate a matrixed organization leading complex, cross-functional initiatives with a high degree of autonomy.

Required Qualifications:

6+ 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 Management experience

Desired Qualifications:

Bachelor's degree in Business Marketing, Statistics, or a related field; Master's degree preferred

6+ years of experience in customer experience, with hands on experience in survey delivery management

Proficiency in survey platforms such as Qualtrics or Medallia

Strong product ownership skills, including the ability to prioritize timelines, communicate decisions clearly to stakeholders, and minimize escalations

Excellent analytical and problem solving skills

Excellent communications skills including verbal and written with ability to communicate complex topics and influence at various levels in an organization

Demonstrated expertise with collaboration tools including Jira and the development of reports/metrics dashboards.

Ability to identify inefficient and/or ineffective processes and provide solution option

Flexibility to manage multiple distinct workstreams simultaneously

Demonstrated capacity to develop relationships and work with multiple departments

Direct experience in managing teams in execution capacity in enterprise platforms including leading change management efforts in support of platforms

Demonstrated experience in developing OKRs, other measurements in support of platform execution efforts

Understanding and experience with both waterfall and agile delivery methodologies

Understanding and experience with risk and controls in a large organization (preferably banking)

Job Expectations:

This position offers a hybrid work schedule

Ability to travel up to 10% of the time

Job posting may come down early due to volume of applicants.This position is not eligible for Visa sponsorship.Posting Location(s):

401 S Tryon St. - Charlotte, North Carolina 28282

333 Market St. - San Francisco, California 94105

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

Required locations listed.Salary range is determined by location of the job. May be considered for a discretionary bonus, Restricted Share Rights or other long-term incentive awards.Pay RangeReflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.$120,400.00 - $287,600.00BenefitsWells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

401(k) Plan

Paid Time Off

Parental Leave

Critical Caregiving Leave

Discounts and Savings

Health Benefits

Commuter Benefits

Tuition Reimbursement

Scholarships for dependent children

Adoption Reimbursement

Posting End Date:26 Jul 2024 Job posting may come down early due to volume of applicants.We Value DiversityAt 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.Applicants with DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.Wells Fargo Recruitment and Hiring Requirements:a. Third-Party recordings are prohibited unless authorized by Wells Fargo.b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.Company: WELLS FARGO BANKReq Number: R-385417-1Updated: Sat Jul 20 00:57:16 UTC 2024Location: CHARLOTTE,North Carolina