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Voice of the Customer Survey Program Optimization Consultant (Business Initiatives Consultant 3)
Company: Wells Fargo
Location: Charlotte, NC
Employment Type: Internship
Date Posted: 12/05/2021
Expire Date: 01/17/2022
Job Categories: Banking, Finance/Economics, Financial Services, Information Technology, Insurance, Military, Sales, Research & Development
Job Description
Voice of the Customer Survey Program Optimization Consultant (Business Initiatives Consultant 3)
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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

Commercial Banking provides financial solutions to businesses with annual sales generally in excess of $5 million. Our business lines are Wells Fargo Commercial Capital, Middle Market Banking, and Treasury Management & Payment Solutions.

Wells Fargo Commercial Capital

  • A market-leading provider of working capital, investment capital, trust services, and sales financing solutions that help customers optimize liquidity and grow their business through their lifecycle

Middle Market Banking

  • Services private and public companies with annual sales of $5 million to $2 billion
  • Specialized expertise across industry sectors

Treasury Management & Payment Solutions

  • Provides cash management services and digital channel capabilities for customers of Commercial Banking and Corporate & Investment Banking
  • Also serves some Consumer and Small Business Banking and Wealth and Investment Management customers, and Auto Dealer Finance partner relationships in Consumer Lending

As part of the Voice of the Voice of the Customer Office, the Voice of the Customer (VoC) Surveys and Insights team works across Commercial Banking and Corporate & Investment Banking lines of business to develop customer feedback programs. The VoC team provides early identification of customer concerns within customer feedback which drives changes to policy, procedures, and product/service delivery. In addition to working with the lines of business, the team is also responsible for creating a CX dashboard from a singular customer perspective and represents lines of business in Enterprise-wide customer feedback initiatives.

The Survey Program Optimization Consultant will focus on continuous improvement for the survey program to drive stakeholder engagement, alignment and support. Our team’s culture is one of high accountability, continuous learning, effective partnering across a matrixed organization, and fun. We encourage challenging of the status quo. We aspire to greatness. And we believe strongly in work-life balance.

Key responsibilities include:

  • Through a disciplined approach, evaluate all aspects of the survey program to ensure the survey program is optimally effective
  • Partner across cross-functional team to assess survey program initiatives to evaluate key aspects of the survey program to identify continuous improvements across various survey elements including: survey performance, survey design, reporting & analytics, data & technology, alerts & complaints, learning & training, communications and the survey vendor platform
  • Develop cost/time estimates for continuous improvements, identify resources needed to implement and determine if marginal gains are worth the investment in the enhancement
  • Partner across cross-functional team to implement agreed upon survey program changes
  • Identify key performance metrics to measure effectiveness of continuous improvement

Are you returning to the workforce after taking a voluntary career break of 2 or more years?  This full time opportunity is open to applications from career returners.  Please apply and let’s talk about turning your experience into a great career with Wells Fargo.  Wells Fargo’s Glide-Relaunch program is designed to help those with a current voluntary 2+year career break “Glide back into the workforce”.  As an organization, we have always recognized that workforce diversity is fundamental to growth, competitiveness, and future-readiness. The Glide-Relaunch program was envisioned to address a specific issue, which for years has been the cause for an imbalance in the workforce composition worldwide; the loss of vast talent pools in the form of people unable to continue their careers due to personal commitments.  You can also visit  https://www.wellsfargojobs.com/glide-relaunch for more information on the Glide-Relaunch internships.

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.

Required Qualifications

  • 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning

Other Desired Qualifications
  • Financial services industry experience, preferably in B2B
  • Experience with customer research, customer experience and/or surveys, preferably in B2B
  • Agile methodology or six sigma certification or experience
  • Knowledge of survey vendors like Medallia, Qualtrics, MaritzCX
  • Understanding of business process management principles
  • Experience working in virtual team environments with ability to lead across a geographically dispersed team
  • Experience developing and presenting cost benefit analysis
  • Jira experience a plus
  • Ability to articulate complex concepts in a clear manner
  • Ability to influence and collaborate at all internal organizational levels
  • Experience navigating and working in a matrix environment

Job Expectations

  • Ability to travel up to 10% of the time

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

NC-Charlotte: Min: $94,500 Mid: $135,000 Max: $175,500
AZ-Chandler: Min: $94,500 Mid: $135,000 Max: $175,500
IA-Des Moines: Min: $94,500 Mid: $135,000 Max: $175,500
MN-Minneapolis: Min: $94,500 Mid: $135,000 Max: $175,500

Street Address

NC-Charlotte: 301 S Tryon St - Charlotte, NC
AZ-Chandler: 2850 S Price Road - Chandler, AZ
IA-Des Moines: 800 Walnut St - Des Moines, IA
MN-Minneapolis: 600 S 4th St - Minneapolis, MN


    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.

Benefits Summary


Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Contact Information
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