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Onboarding Journey Leader, Digital Consultant 6

Company: Wells Fargo
Location: Saint Louis
Posted on: November 22, 2021

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. - In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas - including retail deposits, debit card transaction and purchase volume, and small business lending - our primary goal is delivering for our customers.Consumer Data and Engagement Platforms (CDEP) works across the CSBB, Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo's customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.The Onboarding Journey Leader will partner with the Consumer Onboarding Journeys Manager to lead the work to define Wells Fargo's approach to onboarding across CSBB, Consumer Lending and WIM across all channels. - This will need to be done in a digital-first way that optimizes customer experience, deepens customer relationships and drives efficiency. Focus will be on day 0 through day 90.

  • Establish cross-product & channel Journey Management framework
  • Map journeys together to understand what a multi-product customer onboarding process looks like and identify pain points
  • Analyze existing backlogs across products and channels to understand gaps & opportunities vs target state
  • Align with Technology on capabilities needed to build target state - -
  • Partner to adopt Agile with any body of work that would be needed - including related intake, backlog and roadmaps -
  • Influence pivots in associated LOB Product roadmaps/backlogs
  • Set and evaluate progress toward objectives and key results
  • Work with Digital Platforms to construct common components for the Consumer onboarding journey
  • Lead for common journey delivery initiatives (e.g. onboarding), develop the project plan and drive meeting routines and resources toward it (e.g., run daily stand-ups, stakeholder alignments, interface with PMO, technology, scrum team resources)
  • Review existing product-level onboarding journeys for CSBB, CL, and WIM as well as proposed enhancements - will need to review inflight work to determine forward path.
  • Develop and sequence key workstreams and deliverables (backlog, roadmaps) and ensure alignment with PMO routines of partners in LOBs, Technology, Enterprise Change Management, etc.
  • Ensure all relevant regulations, contracts and policies are cared for in designing the process, as well as monitoring ongoing compliance
  • Review of NPS, VOC and other tools to understand customer surveys/behaviorsInitiative leadership
    • Product ownership - serve as engagement lead/general manager (e.g., develop and deliver a common onboarding journey across products and channels) -
    • Strategy development (e.g., define target state common journey) -
    • Liaise with partners in LOBs and channels on objectives, requirements and approach
    • Accountable for development and execution, lead a cross-functional working team or workstream -
    • Partner and influence LOB onboarding journey leaders to pivot their backlogs towards target state -Insights & analytics
      • Provide business requirements to analytics teams as new queries are developed or capabilities come online
      • Development and ongoing performance monitoring for OKRs
      • Serve as overall common journey team interface to Customer Experience team and analytics partners
      • Drive research gathering and insights, pull out implications and actions from the data**** Posted locations preferred but we are open to locations within the Wells Fargo FootprintThe salary range below is based on a full-time 40 hour a week schedule.NC-Charlotte: - - - - - - - - - - - - - - - - Min: - $119,000 - Mid: $170,000 Max: $221,000MO-Saint Louis: - - - - - - - - - - - - Min: $119,000 Mid: - $170,000 Max $221,000MN-Minneapolis: - - - - - - - - - Min: $119,000 Mid: $170,000 Max $221,000DE-Wilmington: - - - - - - - - - - - - Min: - - $130,900 Mid: $187,000 - Max $243,100Required Qualifications
        • 12+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consultingDesired Qualifications
          • Ability to play leadership role in large and complex analytical projects
          • Leadership skills including the ability to influence effectively in a matrix environment
          • Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
          • Ability to manage multiple and competing priorities
          • Strong analytical skills and ability to build business cases
          • Strong analytical skills with ability to turn findings into executable plans to meet business objectives
          • Experience developing partnerships and collaborating with other business and functional areas
          • Ability to influence executive decision-making and successfully negotiate critical issue resolution related to program initiatives
          • Superior project management skills including the ability to handle multiple projects concurrently
          • Ability to manage complex initiativesOther Desired Qualifications
            • 3+ years of customer journey mapping experienceJob Expectations
              • Ability to travel up to 25% of the timeSalary InformationTo be determinedDisclaimer
                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.Benefits SummaryBenefits -Visit -for benefits information.

Keywords: Wells Fargo, St. Louis , Onboarding Journey Leader, Digital Consultant 6, Professions , Saint Louis, Missouri

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