Senior Business Execution Consultant

at  Wells Fargo

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).

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.

APPLICANTS WITH DISABILITIES

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

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).