Customer Experience Consultant

About this role: Wells Fargo is seeking a Consumer Banking Customer Experience Consultant within the Consumer Payments and Deposits organization as part of Consumer Banking & Lending. In this role, you will support the execution of key business objectives by analyzing customer experience metrics, identifying performance gaps, and enabling data-driven decision-making. You will partner closely with product, operations, finance, and Customer Experience (CX) stakeholders to ensure customer insights are translated into actionable strategies that drive measurable business improvements. This position offers a strong foundation for growth into more strategic, enterprise-level roles by providing exposure to cross-functional leadership, customer analytics, and experience transformation initiatives. Learn more about our career areas and lines of business at wellsfargojobs.com. In this role, you will: Analyze and monitor customer experience KPIs (e.g., complaints, feedback themes, operational metrics) to evaluate performance against business objectives Identify trends, strengths, and opportunities for improvement through structured analysis of customer experience and business data Assess customer and banker pain points and experience gaps using both quantitative metrics and qualitative insights Conduct targeted banker focus groups and branch visits to gather frontline perspectives and deepen understanding of banker and customer challenges Develop and deliver insights-driven recommendations to enhance customer experience and improve operational effectiveness Partner with product managers, senior leaders, and CX teams to align metrics, insights, and execution priorities Create executive-ready materials (e.g., dashboards, presentations, summaries) that clearly communicate customer insights and business implications Collaborate cross-functionally to support broader CX and business execution initiatives Document methodologies, assumptions, and findings to ensure transparency and consistency in analysis Required Qualifications: 2+ 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 Desired Qualifications: Experience leveraging business and customer metrics to generate actionable insights Experience within financial services, with a focus on deposits and payment products and applying data-driven analytics to improve customer experience, performance outcomes, and operational efficiency Strong analytical, problem-solving, and critical thinking skills with high attention to detail Knowledge of customer experience measurement frameworks (e.g., complaints, customer feedback, operational performance) Ability to synthesize qualitative and quantitative data into clear, compelling business narratives, including the use of AI-enabled tools Advanced proficiency in PowerPoint and Excel, with experience developing executive-level presentations and reporting Advanced experience with Tableau, including building dynamic dashboards and visualizations that enable data-driven decision-making and effectively communicate customer experience and business performance insights to executive audiences Ability to translate complex data and analytics into clear, compelling storytelling that drives understanding, alignment, and decision-making among business and executive stakeholders Job Expectations: Ability to travel up to 10% of the time This position is not eligible for Visa sponsorship Hybrid work schedule Posting Location(s): 401 S Tryon St, Charlotte, North Carolina 1525 W T Harris Blvd, Charlotte, North Carolina 1801 Park View Dr., Shoreview, Minnesota Pay Range: Minnesota: $77,000- $133,000 annual Actual salary is determined by location, experience, and qualifications of the job. Please note: Job posting may come down early due to volume of applicants Pay Range Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $77,000.00 - $133,000.00 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: 14 Jun 2026 *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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at: wellsfargo.com wellsfargojobs.com For questions on how to search and apply, visit frequently asked questions.