The Lead Business Execution Consultant will serve as a key leader within Business Banking Client Experience (CX), responsible for driving the strategy, governance, measurement, and continuous improvement of the end-to-end customer experience. This role partners across Business Banking, Analytics, Product, Marketing, Operations, and Strategy teams to develop client-centric growth strategies, monitor performance, and provide actionable insights that improve client satisfaction, loyalty, and business outcomes.
The role owns enterprise-level client experience governance, including executive reporting, customer feedback measurement, competitive benchmarking, and attrition insights, ensuring leadership has clear visibility into client trends, risks, and opportunities.
In this role, you will:
- Lead the development and execution of the overall Business Banking Client Experience strategy, aligning customer priorities with business growth objectives.
- Establish and manage governance processes for client experience initiatives, ensuring accountability, transparency, and measurable outcomes.
- Own NPS (Net Promoter Score), OSAT (Overall Satisfaction), and other customer experience metrics, including performance tracking, trend analysis, and executive reporting.
- Identify customer experience opportunities and risks through analysis of customer feedback, operational performance, and market trends.
- Conduct competitive experience benchmarking to assess Business Banking's customer experience performance relative to industry peers and identify best practices.
- Develop customer attrition insights and analytics to identify drivers of client loss, retention opportunities, and areas for experience improvement.
- Translate customer, operational, and market insights into actionable recommendations that drive improvements in customer satisfaction, loyalty, and business performance.
- Lead cross-functional teams to develop and implement customer experience initiatives and continuous improvement efforts.
- Prepare executive-level presentations, dashboards, and governance materials that clearly communicate customer experience performance, trends, risks, and strategic recommendations.
- Partner with senior leaders to establish customer experience priorities, define success measures, and drive execution against strategic objectives.
- Facilitate decision-making and issue resolution for complex customer experience challenges and strategic initiatives.
- Influence stakeholders across Business Banking and enterprise functions to drive alignment, accountability, and customer-focused outcomes.
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Experience leading client experience strategy, governance, or transformation initiatives.
- Strong knowledge of client satisfaction metrics, including NPS and OSAT methodologies.
- Experience developing executive-level reporting, dashboards, and performance insights.
- Strong analytical and problem-solving skills with the ability to convert data into strategic recommendations.
- Ability to influence senior leaders and drive alignment across multiple stakeholder groups.
- Experience managing large-scale, cross-functional initiatives in a highly matrixed organization.
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $119,000.00 - $187,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
21 Sep 2026
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. 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.
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.
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.
Skills Required
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent experience through work, training, military experience, or education.
- Experience leading client experience strategy, governance, or transformation initiatives.
- Strong knowledge of client satisfaction metrics, including NPS and OSAT methodologies.
- Experience developing executive-level reporting, dashboards, and performance insights.
- Strong analytical and problem-solving skills with the ability to convert data into strategic recommendations.
- Ability to influence senior leaders and drive alignment across multiple stakeholder groups.
- Experience managing large-scale, cross-functional initiatives in a highly matrixed organization.
Wells Fargo Compensation & Benefits Highlights
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Healthcare Strength — Health coverage begins on day one with comprehensive medical, dental, and vision options, and the company subsidizes a substantial share of premiums for U.S. employees (varying by compensation band).
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Retirement Support — A robust 401(k) program includes an employer match for eligible employees, with specifics laid out in plan materials and filings.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for eligible primary caregivers, alongside fertility coverage, adoption/surrogacy reimbursement, and lactation support.
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What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.2 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. 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 continues to rank on the LinkedIn Top Companies lists of best workplaces “to grow your career.” 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. © 2026 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
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