Customer Experience Strategy Consultant Small Business Card

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Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top five on the 2026 Linked In Top Companies list of best workplaces “to grow your career” in the U.S. Join us!

About this role:

Wells Fargo is seeking a Customer Experience Strategy Consultant to support the Business Card Product Team. The functional title of this role is Lead Business Execution Consultant. As part of the Customer Experience, Advocacy & Insights team, this consultant will translate feedback from customers and frontline bankers into actionable insights, process enhancements, new capabilities, and measurable improvements across the end-to-end customer and banker experience.

Learn more about the career areas and lines of business at  this role, you will:

Serve as a strategic advisor to leadership, advancing key initiatives and developing clear, executive-ready communications and presentations for senior stakeholders.

Lead the analysis and resolution of highly complex, cross-functional business challenges, using sound judgment, strong analytical skills, and broad business knowledge to deliver scalable, long-term solutions.

Provide strategic direction and subject-matter expertise to senior leaders implementing innovative, enterprise-level business solutions.

Facilitate team meetings and steering committees to support informed decision-making and the successful implementation of recommendations and action plans.

Build strong partnerships with professionals and leaders across multiple lines of business, serving as a trusted advisor on customer and banker experience priorities.

Provide direction to cross-functional teams by applying business expertise, clarifying priorities, and driving accountability for results.

Required Qualifications:

5+ years of experience in business execution, implementation, strategic planning, or an equivalent combination of work experience, training, military experience, and education

Desired

Qualifications:

Experience tracking, analyzing, and interpreting customer satisfaction metrics, including Net Promoter Score and J.D. Power results.

Knowledge of complaint management practices and experience identifying opportunities to improve customer and banker experiences.

Demonstrated experience leading large-scale planning efforts across multiple teams.

Ability to make timely, independent decisions in a fast-paced, results-oriented environment.

Proven ability to collaborate effectively across teams and organizational levels, with a high degree of flexibility and adaptability.

Excellent verbal, written, and interpersonal communication skills.

Experience using Agile tools and ways of working.

Lead root-cause analysis of customer complaint drivers and translate findings into actionable improvements.

Reduce complaints through disciplined, end-to-end insights management.

Develop educational content for bankers and customers, including online resources, videos, and newsletters.

Conduct onsite visits to branch and contact center locations to gather insights and strengthen frontline engagement.

Design and optimize a high-value client…