Lead Product Strategy Customer Experience

Wells Fargo & Company•Wilmington, DE

3d•Hybrid

About The Position

Why Wells Fargo: Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked No. 1 on the 2025 LinkedIn Top Companies in Financial Services list—recognized as the best place to grow your career in the industry! in the U.S. About this role: Wells Fargo’s Consumer Lending business empowers millions of customers each day across personal loans, lines of credit, flex loans, and more. The Personal Lending (PL) team focuses on product innovation, customer experience, pricing, and portfolio performance. The Personal Lending Product Strategy team is hiring a Lead Business Execution Consultant to drive strategic planning, customer experience transformation, and long‑term initiative management. This highly visible role partners across Product, Finance, Operations, Data, and Technology to shape our target‑state customer journey and influence investment decisions. This is a newly created role on a growing team—ideal for someone who thrives in ambiguity, builds strong cross‑functional relationships, and influences without direct authority. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will: Strategic Planning & Initiative Leadership Facilitate and manage key strategic decision forums, including intake and idea refinement processes. Manage the multi‑year investment plan and initiative roadmap in partnership with Finance and Product Capabilities. Develop and maintain roadmap materials and structure executive level updates on strategic initiative progress, key decisions, and risks. Manage multi-year technology investment roadmaps and gain alignment across stakeholders on annual investment needs (e.g., $10–15M+ per year). Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate. Manage complexity and drive alignment by partnering across multiple teams to influence decisions and deliver results. Provide senior leadership with updates on end‑to‑end client experience and related strategic processes. Customer Journey & Process Optimization Lead customer journey mapping through loan shopping, onboarding, servicing, and ongoing experiences, identifying opportunities for automation and AI. Conduct ongoing monitoring of the current‑state end‑to‑end client experience, assessing performance across processes. Develop the vision for the target‑state client experience based on gaps identified through consumer research, NPS, and other feedback channels. Partner with Operations, Underwriting, Servicing, Technology, and Data teams to recommend improvement strategies. Monitor risks and issues through the full end‑to‑end client experience model. Incorporate voice‑of‑customer insights to influence product and experience design. Cross‑Functional Leadership & Collaboration Lead cross-functional teams to plan and execute programs and initiatives aligned to the end‑to‑end customer experience. Influence and guide partners across Product, Operations, Risk, and Technology to align on shared strategy and deliver the optimal customer journey. Provide leadership and mentorship to less experienced Business Execution and Strategy staff. Analysis & Decision Support Perform data‑driven assessments to solve complex issues and deliver actionable recommendations. Perform assessments using fact-finding and data, applying creative approaches to solving complex issues and developing appropriate solutions or recommendations. Support decision‑making in highly complex, multifaceted situations across the PL business.

Requirements

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

Nice To Haves

Experience in customer experience, product management, or roles that directly influence customer outcomes.
Lean Management, Six Sigma, or process improvement background.
Demonstrated ability in process mapping, journey design, and solution thinking.
Strong relationship management and communication skills with the ability to influence in a matrixed environment.
Experience in financial services or related industries supporting complex, cross‑functional initiatives.

Responsibilities

Facilitate and manage key strategic decision forums, including intake and idea refinement processes.
Manage the multi‑year investment plan and initiative roadmap in partnership with Finance and Product Capabilities.
Develop and maintain roadmap materials and structure executive level updates on strategic initiative progress, key decisions, and risks.
Manage multi-year technology investment roadmaps and gain alignment across stakeholders on annual investment needs (e.g., $10–15M+ per year).
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate.
Manage complexity and drive alignment by partnering across multiple teams to influence decisions and deliver results.
Provide senior leadership with updates on end‑to‑end client experience and related strategic processes.
Lead customer journey mapping through loan shopping, onboarding, servicing, and ongoing experiences, identifying opportunities for automation and AI.
Conduct ongoing monitoring of the current‑state end‑to‑end client experience, assessing performance across processes.
Develop the vision for the target‑state client experience based on gaps identified through consumer research, NPS, and other feedback channels.
Partner with Operations, Underwriting, Servicing, Technology, and Data teams to recommend improvement strategies.
Monitor risks and issues through the full end‑to‑end client experience model.
Incorporate voice‑of‑customer insights to influence product and experience design.
Lead cross-functional teams to plan and execute programs and initiatives aligned to the end‑to‑end customer experience.
Influence and guide partners across Product, Operations, Risk, and Technology to align on shared strategy and deliver the optimal customer journey.
Provide leadership and mentorship to less experienced Business Execution and Strategy staff.
Perform data‑driven assessments to solve complex issues and deliver actionable recommendations.
Perform assessments using fact-finding and data, applying creative approaches to solving complex issues and developing appropriate solutions or recommendations.
Support decision‑making in highly complex, multifaceted situations across the PL business.