Lead Product Analytics Consultant - DAR

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About the Role:
The Global Operations Data Analytics & Reporting (DAR) team within Consumer, Small Business, and Banking Operations (CSBBO) is seeking a Lead Product Analytics Consultant to join our Advanced Analytics group.
We're looking for an experienced analytics professional with a strong background in cloud data platforms, natural language processing (NLP), and text analysis of unstructured data. This role focuses on analyzing customer and agent interactions using voice analytics (transcriptions and audio) to uncover insights that drive business impact and improve decision-making.
Key Responsibilities:
Data Analysis & Reporting

• Collect, clean, and analyze contact center performance data from multiple sources (CRM, telephony systems, workforce management tools).
• Develop KPIs and insights such as Average Handle Time (AHT), Service Level, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Identify trends, anomalies, and root causes impacting operational performance.

Operational Insights & Optimization

• Provide actionable insights to improve agent productivity, call routing efficiency, and overall customer experience.
• Partner with operations leaders to recommend process improvements based on data-driven findings.
• Forecast call volumes and staffing needs using historical data and predictive models.

Cloud-Native Product Analytics

• Design and implement analytics solutions for cloud-native applications and services.
• Collect, process, and analyze product usage data from distributed cloud environments.
• Collaborate with product managers, engineers, and data teams to define key metrics and success criteria.
• Build and maintain scalable data pipelines leveraging cloud-native tools (e.g., Azure, GCP).
• Apply advanced analytics techniques (e.g., cohort analysis, churn prediction, A/B testing) to drive product decisions.

Stakeholder Communication

• Present analytical findings to leadership in clear, actionable formats.
• Translate complex data into business-friendly insights for non-technical stakeholders.

Speech Analytics

• Develop SQL queries and analyze call transcriptions to identify patterns and trends.
• Use speech analytics tools and NLP frameworks-including machine learning-to extract insights from customer interactions and recommend business improvements
• Debug and optimize complex queries, leveraging AI coding tools to enhance productivity.
• Mentor other analytics consultants in NLP techniques, cloud-native coding practices (e.g., GCP), and result interpretation.

Required Qualifications:

• 5+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Fluent in Spanish.

Desired Qualifications:

• 4+ years of SQL experience.
• Experience with industry-standard speech analytics tools (e.g., Nexidia, Verint).
• 4+ years of hands-on experience with Python or R.
• Knowledge of statistical research methods and analysis.
• 2+ years leading projects independently from ideation to delivery
• Strong data visualization skills using tools like PowerPoint, Think-cell, Looker, Tableau, Flask/Shiny, Matplotlib, or GGPlot.
• Experience querying databases and creating ad hoc reports in Google Cloud Platform (GCP).
• Ability to perform root-cause analysis for process improvements.
• Ability to thrive in a fast-paced, high-demand environment while managing multiple priorities.

Job Expectations:

• This position is not eligible for Visa sponsorship.
• Ability to work on site per Wells Fargo's standard operating model in one of the listed location (hybrid schedule); fully remote work is not available.

Posting Location:

• Charlotte, NC
• Phoenix/Chandler, AZ
• Dallas, TX
• Minneapolis, MN (Shoreview)
• Wilmington, DE
• Des Moines, IA

The Global Operations functions adhere to a location strategy; therefore, your candidacy may be determined based on your current location. Remote work locations are not available for these roles, so if you are not in a location listed on the posting, you must commit to self-relocation within an agreed upon timeframe.
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.
$100,000.00 - $179,000.00
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

Posting End Date:
21 Dec 2025
* 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.