• Job Description

  Req#: R-354834

  Wells Fargo is seeking a Card & Merchant Services (CMS) Root Cause Analysis (RCA) Analytics Consultant – General Purpose & Co-Brand Credit Card (Senior Business Execution Consultant).

  
  About this role:

  The Senior Business Execution Consultant will be instrumental in CMS continued transformation and our commitment to help customers succeed financially by delivering on our vision and brand promise. The CMS Credit Card Root Cause Analysis team manually reviews targeted, monthly samples of complaints to identify precise systemic or process causes of customer dissatisfaction across the credit card business.

  The Senior Business Execution Consultant will primarily focus on three areas of the RCA reporting and insights.

  In this role, you will:

  First, the role analyzes weekly trends in complaints and call volumes to explain drivers behind emerging trends and potential improvement opportunities by collaborating closely with partners in Data Analytics, Enterprise Complaint Management, CMS Customer Service Operations and Product Management. As part of this work, the role reviews samples of complaints and phone calls, compares trends against operational data, and consults various subject matter experts within the business to connect trends with recent changes in Wells Fargo’s internal or external environment.

  Second, the role performs ad hoc analyses of customer feedback sources (e.g., complaints, surveys) in combination with operational data to support larger customer experience “deep dives” and ad hoc requests.

  Third, the role creates performs ongoing complaint analyses culminating in a monthly meeting where complaint volumes and trends are explained to credit card leaders and oversight partners via PowerPoint. As part of this responsibility, the role also leads efforts to continuously improve complaint reporting (e.g., Tableau, ThoughtSpot).

  Required Qualifications:

  4+ 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

  Desired Qualifications:

  • 4 years minimum of experience in customer experience, strategy, consulting, product management, or related fields

  • Strong knowledge in credit card – general purpose, co-brand & small business

  • Strong Excel and Power Point skills. (e.g., formula calculations, pivot tables, and VLOOKUPs)

  • Proficient in accessing and leveraging data from Tableau and other reporting/analysis platforms

  • Ability to translate and present complex data in a manner that educates, enhances understanding, and influences decisions

  • Prepare regularly reports on complaint metrics, trends and any observed issues for distribution to relevant stakeholders

  • Experience analyzing voice of customer information (e.g., complaints, survey data) in combination with internal operational data

  • Experience developing partnerships and collaborating across multiple business groups and channels.

  • Experience conducting root cause analysis for data-driven process-related improvements

  • Highly refined and professional verbal and written communications

  • Experience collaborating with and making recommendations to managers and teams to drive customer experience improvements

  • Ability to execute in a fast-paced environment while balancing multiple priorities

  Job Expectations:

  • This position offers a hybrid work schedule

  • This position is not eligible for Visa sponsorship.

  Locations:

  • 800 S Jordan Creek Pkwy - WEST DES MOINES, IA 50266

  • 250 E John Carpenter Fwy – IRVING, TX 75062

  • 2800 S Price Rd - CHANDLER, AZ 85286

  • 2150 W Pinnacle Peak Rd – PHOENIX, AZ 85027

  • 1525 W W T Harris Blvd - CHARLOTTE, NC 28282

  • 7711 Plantation Rd – ROANOKE, VA 24019

  • 4101 Wiseman Blvd – SAN ANTONIO, TX

  Required locations for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

  Posting End Date:

  14 Apr 2024

  *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.

• About the company

  Wells Fargo & Company is an American multinational financial services company with corporate headquarters in San Francisco.

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