Lead Product Manager, Customer Experience (CX) Journey Intelligence

Wells Fargo & Company•Wilmington, DE

2d•$119,000 - $206,000•Hybrid

About The Position

Wells Fargo is seeking a Lead Product Manager Customer Experience (CX) Journey Intelligence to help shape and elevate the end-to-end credit card customer experience. This role is responsible for evaluating customer journeys across channels to uncover friction points, generate actionable insights, and drive improvements that deliver measurable customer and business outcomes. This role supports the Branded Cards organization, focused on advancing journey intelligence and lifecycle experience improvements. You will partner across Product, Operations, Digital, Analytics, Technology, and Compliance to transform customer insights into prioritized opportunities and data-driven business cases. This is a highly visible role requiring strong analytical thinking, structured problem solving, and the ability to influence senior stakeholders.

Requirements

5+ years of Product Management, product development, strategic planning, process management, change delivery experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Background in management consulting, CX consulting, strategy, or financial services, with exposure to consumer lending products (e.g., credit cards, auto, personal loans)
Experience in credit card originations, portfolio management, or unsecured lending, with understanding of credit policy, underwriting, risk frameworks, and regulatory considerations
Strong familiarity with customer experience (CX) metrics and insights, including VOC programs, NPS, CSAT, complaint analysis, and call driver data
Proven track record of evaluating customer journeys, identifying opportunities, and translating insights into actionable improvements
Experience building and presenting data-driven business cases, including defining success criteria, KPIs, and measurement frameworks
Demonstrated ability to analyze large, complex datasets and synthesize quantitative and qualitative insights into clear, compelling narratives
Strong understanding of P&L drivers, pricing strategies, and portfolio performance
Hands-on experience with data analysis tools such as SQL, Python, or SAS
Ability to lead cross-functional initiatives and influence stakeholders across product, technology, operations, and analytics teams
Proven ability to translate strategy into execution and deliver measurable business outcomes
Comfortable operating in ambiguous, complex environments, with strong structured problem-solving skills
Excellent communication and storytelling skills, with experience presenting to senior and executive audiences
Highly collaborative, with a results-driven mindset, strong ownership, and accountability

Responsibilities

Evaluate end-to-end credit card customer journeys to identify “moments that matter,” friction points, and experience gaps
Apply structured customer journey mapping methodologies to assess and prioritize improvement opportunities
Diagnose root causes using multiple data sources, including: Customer feedback (VOC) NPS, CSAT, and OSAT metrics, Complaint data and call drivers, Digital behavior and operational performance data
Translate insights into prioritized CX initiatives aligned to enterprise strategy and customer needs
Develop clear, data-backed business cases, including KPIs, assumptions, risks, and expected value realization
Define and track success metrics and measurement frameworks for CX initiatives
Partner cross-functionally to influence execution and drive alignment on priorities and tradeoffs
Present insights and recommendations to senior leaders with clarity, confidence, and strong executive presence
Act as a thought leader in CX, shaping journey roadmaps and helping mature journey intelligence capabilities