Contact Center Transformation Strategy

at  Wells Fargo

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

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

Required Qualifications:

• 5+ years of Strategy and Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• 6+ years of experience leading or supporting large scale business and technology transformation programs in a banking environment
• 3+ years’ experience of supporting contact center and contact center operations
• An effective senior leader with experience in corporate strategy, and/or management consulting at established firms in related practice areas is desired
• Strong storytelling and communication skills to evangelize their vision at all levels. Proven ability to communicate complex, technical information in easily understood manner
• Customer-Centric: You are passionate about baking customer service into how you think and operate
• Intellectually curious with strong analytical skills, including demonstrated ability to draw actionable insights and building strategies against the analysis
• Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and ’no surprises’ approach in communication and with ability to reach consensus with diverse stakeholders
• Matrix leadership skills with the ability to influence and inspire without authority
• Strong business acumen with the ability to piece together disparate functions and lines of businesses
• Proven change leader with the ability to drive multiple work streams at once as an “influencer”, and drive for results; contact center and or operational experience a plus
• Effective decision-making/critical thinking/problem solving skill that is execution-focused and results oriented
• Strong relationship management and proven leadership skills, with solid conflict management, negotiation, and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals
• Inherent bias for action and understand the need for speed and urgency
• Self-directed, results driven, and comfortable with ambiguity; i.e.; comfortable taking a vague initiative and creating a definitive plan
• A BS/BA degree or highe

Wells Fargo is seeking a Lead Strategy & Planning Consultant in Business Planning and Transformation as a part of Consumer and Small Business Banking Operations. This role will help lead and support the work for the enterprise-wide transformational program designed to move Wells Fargo to an industry leading Customer service model. The Contact Center transformation program is a multi- year initiative spanning across the enterprise including, CSBB, Credit Card and Merchant Services (CRMS) Wealth and Investment mgmt. (WIM), Auto and Home lending and other enterprise functions with focus on modernizing our technology infrastructure and enabling consistency to drive improvements in customer experience and operational effectiveness.
This role is a key position in helping to execute the contact center transformation to a new technology solution, while managing and driving people and process changes tied to the platform migration. This leader will work closely with the Operational and technology leaders and areas across the Wells Fargo enterprise to deliver on the vision and strategy.

In this role, you will:

• Lead complex initiatives with broad impact and act as key participant in large scale planning
• Provide principal level strategic consulting services to client organizations
• Represent Wells Fargo on Industry boards and committees
• Review and analyze complex larger-scale or longer-term challenges that require in-depth evaluation of multiple factors including intangibles or unprecedented factors
• Identify strategic business investments and alliance opportunities
• Make decisions in complex situations that influence and lead the broader work team to meet deliverables and drive new initiatives
• Provide guidance to less experienced staff
• Evaluate and approve process of identified opportunities
• Collaborate strategically and consult with all levels to resolve issues and achieve goals
• Partner with executive management across Wells Fargo to define the business strategy and create then execute corresponding business plans and initiative
• Communicative strategy and related business plans to management

This is an individual contributor role (supported by matrix resources) that will be looked to for thought leadership, domain expertise, strategic thinking & execution in supporting projects, programs, initiatives, and key deliverables in a small, matrixed-team environment.

Required Qualifications:

• 5+ years of Strategy and Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ years of experience leading or supporting large scale business and technology transformation programs in a banking environment
• 3+ years’ experience of supporting contact center and contact center operations
• An effective senior leader with experience in corporate strategy, and/or management consulting at established firms in related practice areas is desired
• Strong storytelling and communication skills to evangelize their vision at all levels. Proven ability to communicate complex, technical information in easily understood manner
• Customer-Centric: You are passionate about baking customer service into how you think and operate
• Intellectually curious with strong analytical skills, including demonstrated ability to draw actionable insights and building strategies against the analysis
• Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and ’no surprises’ approach in communication and with ability to reach consensus with diverse stakeholders
• Matrix leadership skills with the ability to influence and inspire without authority
• Strong business acumen with the ability to piece together disparate functions and lines of businesses
• Proven change leader with the ability to drive multiple work streams at once as an “influencer”, and drive for results; contact center and or operational experience a plus
• Effective decision-making/critical thinking/problem solving skill that is execution-focused and results oriented
• Strong relationship management and proven leadership skills, with solid conflict management, negotiation, and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals
• Inherent bias for action and understand the need for speed and urgency
• Self-directed, results driven, and comfortable with ambiguity; i.e.; comfortable taking a vague initiative and creating a definitive plan
• A BS/BA degree or higher

Job Expectations:

• Ability to travel up to 10% of the time