Digital Product Management Director, Consumer Insights

About this role:

We are seeking a customer-obsessed, forward-thinking Digital Customer Experience Director in the Consumer & WIM Digital organization of Strategy, Digital, and Innovation (SDI). In this role, you will report to the Head of Strategy & Operations and work closely with the Head of Consumer & WIM Digital. The ideal candidate will lead the team responsible for validating customer feedback, identifying key drivers of customer dissatisfaction, researching and triaging issues, and recommending insights and actions to improve the customer experience. You will engage with teams across Digital preparing and distributing data, insights, and information – synthesizing into simple, easy to understand executive-level recommendations.

We are looking for a leader who has a strong understanding of digital & mobile products and customer experiences. Critical success factors include the ability to manage effectively in a matrixed organization, develop partnerships with many stakeholders and lead through influence. You will take a data-driven approach to advocate for change and to enable decision-making, balancing the needs of the customer, team members, and businesses in their day-to-day decision making. The role requires a sense of urgency, passion for results, and personal accountability for achievement. This is an opportunity to shape how millions of customers experience our bank digitally – and ensure their feedback directly impacts our innovation.

In this role, you will:

• Manage a comprehensive system for capturing customer feedback across all digital platforms, including in-app, email, and third-party surveys
• Maintain a data-informed Voice of the Customer (VoC) program that aggregates qualitative and quantitative inputs into meaningful insights
• Create and deliver high-impact reporting, dashboards, and story-driven presentations to inform executive stakeholders on digital customer experience trends, gaps, and opportunities
• Research and triage customer issues
• Partner with product and design teams to help prioritize features and launches based on customer sentiment, behavioral insights, usability studies, and direct feedback
• Create accountability with partners and stakeholders on our shared Customer Experience goal, working to move the dial and deliver the best for our digital customers  
• Act as a strategic partner to business units across the bank, ensuring alignment between the digital experience and broader customer experience initiatives
• Maintain working knowledge and governance of digital tagging system, Glassbox (session replay and analytics tool), and other tools/resources to capture how digital interactions drive behavioral insights and platform optimization
• Lead with empathy and clarity, promoting a positive, purpose-filled employee experience; build and inspire a team culture rooted in curiosity, transparency, and collaboration
• Advocate on behalf of the team on key decisions, requirements, customer needs, etc.
• Function as a key member of a high-performing, respected, collaborative leadership team
• Ensure strong risk management practices are created and maintained

Required Qualifications

• 8+ years of digital product management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management or leadership experience
• Proven track record of building and scaling Voice of the Customer or CX measurement programs

Desired Qualifications

• Strong business acumen and analytical skills; expert in interpreting customer feedback and behavioral data
• Experience working in or with financial services or highly regulated environments preferred
• Proven and demonstrated leadership skills including relationship building, change leadership, partnering and collaboration skills with clear ability to influence, gain buy-in and negotiate with a diverse group of key business partners/leaders
• Excellent written and verbal communication skills with experience presenting to senior management and ability to articulate key messages around risk, issues, customer impacts, etc. in a straightforward and understandable manner
• Ability to energize and motivate others; thrives in teams; highly inclusive and collaborative with proven ability to lead through influence vs. authority
• Excellent problem solving and analytic capabilities utilized to identify improvement opportunities, as well as creating approaches/programs to address those issues
• Bachelor’s degree in a related field (i.e. Finance, Social Sciences, Data Science, Marketing, Business); advanced degree preferred

Job Expectations:

• Not eligible for visa sponsorship
• This opportunity provides a hybrid work schedule at one of the posted locations

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$207,900.00 - $431,900.00

Posting End Date:

23 Apr 2025

*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.

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.