Job Description

About Wells Fargo



Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.



About Wells Fargo in India & Philippines



Wells Fargo in India & Philippinesenables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru, Chennai & Manila locations.



Department Overview



Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,500 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.




Team Overview - Enterprise Customer Experience (CX)



The CX group works across the Consumer & Small Business Banking (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.



About this role:



Wells Fargo is seeking a Experience Design Manager.



We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.



In this role, you will: • Manage and develop teams that maximize quality, efficiency and productivity
• Evaluate the User Experience Design according to established policies and procedures of the organization
• Work with clients to define issues and information needs and translating them into specific data/technical requirements to support business initiatives and projects
• Determine the required capabilities, tools and data
• Leverage and develop multiple internal or external information sources
• Evaluate, recommend and implement strategies for developing and utilizing technical and analytic resources to enable initiatives that predict, improve, support and measure business success
• Maintain necessary processes, controls and procedures to ensure data accuracy and integrity
• Ensure adherence to data management and data governance regulations and policies
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for the User Experience Design group
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications: • 4+ years of Website or Application Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

Desired Qualifications: • Manage and develop teams that maximize quality, efficiency and productivity
• Supervise the team that configures surveys, does requirement gathering, QA testing, implementation etc.
• Participate in requirement analysis and supervise the creation of user stories and acceptance criteria.
• Responsible for ensuring team creates QA & UAT test plans/scripts, completes QA tests, and follows all documentation requirement.
• Work closely and independently with partners (internal clients) and senior management stakeholders regarding testing, user access and process documentation.
• Accountable for driving as much standardization as possible across all implementations through continuous improvement activities.
• Engage with cross culture team members and stakeholders.
• Evaluate, recommend and implement strategies for developing and utilizing technical and analytic resources to enable initiatives that predict, improve, support and measure business success
• Maintain necessary processes, controls and procedures to ensure data accuracy and integrity
• Ensure adherence to data management and data governance regulations and policies
• Ready to work across geographies (India and USA) and be available during evening/early night hours for overlap with our US partners.
• Masters/Bachelor's degree in Computer Science, Business administration or related fields
• 12 years of proven experience in QA, Project Management experience, and requirements gathering experience. With at least 3+ years' experience in leading team members in such activities
• Proven track record of working in Agile environment.
• Good people management and conflict resolution skills
• Working independently and excellent analytical and problem-solving skills with a keen attention to detail.
• Great communications skills verbally and in writing. :
• CX platform experience such as Medallia/Qualtrics
• Agile Experience
• JIRA experience
• Experience designing customer/employee satisfaction surveys
• SharePoint Site Administration /Owner Experience
• Net Promoter Score experience
• Understanding of ADA Policy and Testing Methodologies

Posting End Date:


25 Jul 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.



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.