Customer Experience Strategy Consultant – Small Business Card

Wells Fargo

. Support the Business Card Product Team as a Customer Experience Strategy Consultant .

Posted 9/29/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer experience strategy, translating feedback into actionable insights and process enhancements. Proven ability to lead cross-functional teams, develop executive communications, and implement enterprise-level business solutions.

Highest-signal resume keywords

Customer Experience StrategyNet Promoter Score AnalysisComplaint Management PracticesAgile MethodologiesCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Business ExecutionStrategic PlanningCustomer Satisfaction MetricsRoot-Cause AnalysisProcess Enhancement

Soft Skills

Excellent Communication SkillsCollaborationFlexibilityAdaptabilityDecision-Making

Tools & Technologies

Agile Tools

Industry Keywords

Customer ExperienceBusiness SolutionsClient Servicing ModelEducational Content DevelopmentStakeholder Engagement

About the role

Key responsibilities & impact

Support the Business Card Product Team as a Customer Experience Strategy Consultant
Translate customer and frontline banker feedback into actionable insights, process enhancements, new capabilities, and measurable improvements across the end-to-end customer and banker experience
Serve as a strategic advisor to leadership
Advance key initiatives and develop executive-ready communications and presentations for senior stakeholders
Lead analysis and resolution of complex, cross-functional business challenges
Provide strategic direction and subject-matter expertise to senior leaders implementing enterprise-level business solutions
Facilitate team meetings and steering committees
Build partnerships across multiple lines of business
Advise on customer and banker experience priorities
Direct cross-functional teams, clarify priorities, and drive accountability for results
Lead root-cause analysis of customer complaint drivers and translate findings into actionable improvements
Reduce complaints through 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
Design and optimize a client servicing model to support consistent service delivery and higher customer retention

Requirements

What you’ll need

5+ years of experience in business execution, implementation, strategic planning, or an equivalent combination of work experience, training, military experience, and education
Experience tracking, analyzing, and interpreting customer satisfaction metrics, including Net Promoter Score and J.D. Power results
Knowledge of complaint management practices
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
High degree of flexibility and adaptability
Excellent verbal, written, and interpersonal communication skills
Experience using Agile tools and ways of working
This position is not eligible for Visa sponsorship
Must be able to work on-site

Benefits

Comp & perks

Robust benefits
Competitive compensation
Work-life balance and well-being programs
Community investment recognition
Career growth opportunities
Hybrid work schedule
Relocation assistance is not available