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Digital Manager 2 (User Experience Research Manager)

Wells Fargo - El Monte, CA

Job Description

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.


The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.


The Digital Solutions for Business (DS4B) team within PVSI manages exceptional digital experiences that create business value for Wells Fargo’s corporate, commercial and business customers. We facilitate our customers’ management of bank accounts, payments and cash, risk, fraud, credit, trust services and investments.


Our team – Customer Insights and Experience Design (CIXD) is a team with deep expertise in digital channel management, customer insights, data analytics, design thinking, journey mapping, experience design, business requirements management, digital governance and program management. We manage Wholesale’s award winning single sign-on digital portal, CEO™, and all the associated digital shared capabilities. Our digital channels are critical for our customers’ banking and payments workflows, and contribute significant revenue to the Bank. In addition, we manage innovation enabling capabilities for the entire enterprise; Wells Fargo Gateway & Developer Portal and the Microservices Program, and partner closely with the Innovation Group.


The Role

This User Experience Research (UxR) Manager will report to the Experience Strategy Leader and lead a team of Senior Ux Researchers. The ideal candidate will be human-centric, collaborative, innovative, insightful, strategic, consultative, results-driven and a team-oriented professional. In addition to executing UxR studies when needed, the UxR Manager will be a change agent and key leader in adapting research processes, methodologies and deliverables as DS4B and the Enterprise move to an agile environment. Responsibilities will also include ensuring a seamless partnership with the Research Operations and Pilot Experience Manager (also reporting to the Experience Strategy Leader), in addition to partnering closely with key teams (e.g., Design, Experience Strategy, Customer Insights, other DS4B channel teams etc). This role will also drive and influence strategic direction, continue to grow/adapt the UxR toolkit and mentor aspiring Ux Researchers.


Responsibilities

  • Management
    • Will be able to balance leading yourself, your team and business priorities

    • Lead the Ux Research team with integrity and create an environment where team members feel included, valued and supported to do work that energizes and motivates them

    • Ensure most efficient and effective methodologies are employed and safeguard integrity of research process, materials, findings and deliverables

    • Accomplish management responsibilities which include providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risk, resourcing and balancing workload and may also include hiring new team members

  • Partnership
    • Work closely with other Customer Insights managers to create integrated insights perspectives on key initiatives

    • Collaborate with our Customer Experience Design Leadership to create a cohesive culture and strategic alignment across CIXDCultivate and deepen key partnerships internal and external to DS4B (e.g., design, channel, product, technology, risk, etc.)

    • Collaborate successfully with key partners to ensure alignment on key initiatives to enable smooth execution

    • Proven success working within the UCD lifecycle and understanding of the design process

  • Execution and Insights
    • Translate customer insights and behavioral data into actionable insights for project teams and leadership

    • Lead and coordinate large research and design programs, projects and project teams

    • Effectively leverage shared resources within CXD to design Experience Strategy engagements and their deliverables

    • Plan and facilitate events, workshops and working sessions that deepen empathy and promote customer-centric thinking and innovation

    • Create/Identify opportunities to share actionable insights and inform strategies and/or drive change and inform senior leader decision making

As Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.

  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.


Required Qualifications

  • 6+ years of experience in one or a combination of the following: digital customer experience, digital product/program management, digital platforms, or digital consulting
  • 4+ years of leadership experience



Other Desired Qualifications

  • 5+ years of leading customer research using a variety of research methodologies
  • Experience managing, coaching, mentoring user researchers
  • Experience organizing and leading large-scale initiatives within a matrixed organization
  • Excellent written and verbal communication skills and experience presenting complex ideas in simple ways
  • Ability to synthesize complex analytical findings into executive level communications
  • Ability to manage and successfully execute several major initiatives simultaneously and prioritize effectively, in an environment which has continual change
  • Ability to consult, plan and facilitate working sessions utilizing a variety of design thinking activities
  • Proven ability to develop strong partnerships and to lead and influence across multi-functional groups
  • Experience building partnerships and effectively collaborating with leadership
  • Ability to consult, build, and maintain solid working relationships in and outside of DS4B
  • High comfort level with ambiguity


Job Expectations

  • Ability to travel up to 25% of the time



Street Address

CA-SF-Financial District: 333 Market St - San Francisco, CA
CA-El Monte: 3440 Flair Dr - El Monte, CA
NC-Charlotte: 401 S Tryon St - Charlotte, NC
MN-Minneapolis: 600 S 4th St - Minneapolis, MN



Disclaimer


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.

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