Experience Design Director, Fargo

Wells Fargo•New York, NY

20h•$185,000 - $300,000•Hybrid

About The Position

Wells Fargo’s Consumer Banking and Lending Digital team is seeking an Experience Design Director to lead Experience Design for Fargo, Wells Fargo’s artificial intelligence experience. The team sets strategic direction, manages digital foundations and shared capabilities, and transforms business models to address evolving customer needs and support company growth. The director will shape the vision and direction for Fargo experiences, set high standards for quality and consistency, and lead teams in creating thoughtful customer experiences. The role combines strategic leadership with hands-on design expertise, translating strategy into customer-centered conversational and AI-powered experiences across a complex digital ecosystem. The director will partner with Fargo Product, Digital Platform, AI, Technology, and other cross-functional leaders; develop design talent; and establish the frameworks, practices, metrics, and ways of working that support effective design teams. The position offers a hybrid work schedule and is based at the listed New York, New York location. Travel may be required up to 10% of the time.

Requirements

10+ years of Website or Application Design experience, or equivalent demonstrated through work experience, training, military experience, or education.
4+ years of management or leadership experience.
Experience designing AI-powered customer experiences, including experience with natural language understanding, intent design, or conversational design.

Nice To Haves

BFA or BA in a related field; a graduate design degree is preferred, or equivalent relevant experience.
10+ years of experience in digital customer experience, digital product or program management, digital platforms, digital consulting, or related fields.
Experience directing conversational or AI-powered experiences for large, complex financial services platforms.
Expertise across multiple design disciplines, such as interaction design, visual design, product strategy, information architecture, content strategy, user research, or prototyping.
Experience leading complex conversational or AI programs across multiple teams, products, or channels through the full product development lifecycle, from discovery and concept development through prototyping and execution.
Ability to articulate design rationale and connect design decisions to customer, product, and business strategies.
Strong storytelling and presentation skills, including communicating effectively with stakeholders and senior leaders.
Experience leading design within a complex organization; experience managing agency and third-party relationships is a plus.
Curiosity about conversational design trends, customer expectations, technology, and the changing role of AI in digital experiences.

Responsibilities

Set the design vision and direction for Fargo and establish high standards for conversational and AI-powered experience quality.
Lead the design approach for AI-powered experiences, establishing principles and patterns for thoughtful, customer-centered uses of AI.
Apply a strong point of view on conversational, visual, and content design while balancing customer, business, and technical needs.
Stay close to the work by designing conversational UX, interaction flows, and UI in Figma.
Translate strategy into clear, well-crafted digital assistant experiences across a complex digital ecosystem.
Lead and coordinate design across intents, journeys, channels, and interconnected initiatives.
Build and strengthen a product-driven approach to conversational and AI experience design.
Develop and lead a high-performing design team through coaching, direction, and growth opportunities.
Establish frameworks, operating practices, metrics, and reporting to improve team effectiveness and design outcomes.
Partner with Fargo Product, Digital Platform, AI, Technology, and other cross-functional leaders, influencing decisions through collaboration and clear design rationale.
Serve as a strategic partner to senior leaders, connecting design decisions to customer and business priorities.
Communicate complex ideas through storytelling, presentations, and executive-level materials.
Navigate ambiguity and changing priorities while maintaining focus on customer and business outcomes.
Support execution of applicable risk programs and Wells Fargo policies, procedures, and compliance obligations.