Senior Manager, Customer Identification Program (CIP)

Wells Fargo•Charlotte, NC

3d•$159,000 - $305,000•Hybrid

About The Position

Wells Fargo is seeking a Senior Manager to lead the Customer Identification Program (CIP) digital product team. In this role, you will lead the product management and execution of customer identity verification capabilities across the enterprise. This leader will be responsible for modernizing and scaling identity proofing, onboarding verification, and customer identification experiences that balance security, regulatory compliance, fraud prevention, and customer experience. Reporting to the Director of Identity, this role and high performing team is responsible for building industry-leading identity capabilities that support account opening, customer onboarding, servicing, and high-risk transactions across digital and assisted channels. The ideal candidate brings a strong product management background, deep understanding of identity technologies, is data-driven, builds high performing teams, has emerging AI fluency to shape the future of trusted digital interactions, and has a passion for delivering seamless customer experiences at scale.

Requirements

7+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years of management or leadership experience

Nice To Haves

Experience delivering customer-facing digital products at scale and complex cross-functional initiatives, Customer Identification Program or related experience is highly valued.
Experience with CIP, KYC, or fraud prevention programs.
Experience leading customer identification programs.
Customer-first, enterprise and outcomes-focused mindset, data-driven decision maker
Experience working across business, technology, risk, and operational teams.
Experience modernizing digital customer journeys in highly regulated environments
Strong strategic thinking, communication (verbal and written), and execution capabilities
Curious and adaptive leader who embraces emerging technologies, including AI-enabled experiences
Driven, sense of urgency, passion, excitement to deliver for customers and the team
Demonstrated ability to influence senior executives and drive enterprise alignment

Responsibilities

Lead the evolution of customer identification experiences across digital, branch, and assisted channels.
Improve approval rates, onboarding conversion, and customer satisfaction while maintaining strong risk controls.
Optimize verification journeys through data-driven experimentation and customer insights.
Identify opportunities to reduce customer friction while strengthening security and trust.
Establish/manage/maintain governance, controls, and performance metrics for identity verification programs.
Develop and execute vendor strategy for identity verification services, including evaluation, optimization, performance management, and emerging capabilities.
Drive customer-centric product development informed by analytics, customer feedback, market insights, and experimentation.
Collaborate closely with technology, BSA/AML, Risk, Compliance, and Operations teams.
Lead, coach, inspire, and develop a high-performing team of outcomes-focused product managers - fostering a culture of curiosity, innovation, accountability, collaboration, and customer obsession.
Identify opportunities to leverage AI and intelligent decisioning across customer experiences
Constantly evaluate industry trends, onboarding conversion, fraud loss, and regulatory developments impacting identity and customer onboarding.