Job Description
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About Wells Fargo in India & Philippines
Wells Fargo in India & Philippinesenables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru, Chennai & Manila locations.
Department Overview
Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4, retail branches, 17 customer service centers, and approximately 13, ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas - including retail deposits, debit card transaction and purchase volume, and small business lending - our primary goal is delivering for our customers.
Team Overview - Consumer Data and Engagement Platform (CDEP)
The CDEP group works across the Consumer & Small Business Banking (CSBB), Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo's customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.
About the Role
This role will be part of a central team that supports the implementation and sustainment of Customer Experience / Net Promoter Score (NPS) surveys for Wells Fargo customers & employees. The role will specifically be responsible for collaborating with Customer Experience team and business partners to ensure survey needs have been appropriately translated to meaningful requirements. Duties will include supporting implementation activities for survey design, access requests and creation of requirements for surveys, reporting, dashboards and testing. This role will also support/contribute to creating continuous improvements in the process. A combination of technical and business knowledge is beneficial. Previous CX survey creation experience, JIRA and agile experience will be helpful. This role will report to the I&P Customer Experience leader.
Responsibilities
• Support Platform, Operations and Configuration Leads for onboarding surveys
• Supports CX Strategy & Operational Leads and Configuration Leads to ensure successful survey implementations
• Works with Communication lead to ensure all process documentation is current and provide archiving support to Product Owner
• Accountable for driving as much standardization as possible across all implementations through continuous improvement activities
• Provide partner support for User Access and QA Testing, if needed
• Work closely and independently with partners (internal clients) and senior management stakeholders
• Lead, organize and participate in PAM/department-wide initiatives
• Engage with cross culture team members and stakeholders
• Ready to work across geographies (India and USA) and be available during evening/early night hours for overlap with our US partners
Essential Skills
• Over 4-5 years of experience in Project Management, Requirements Gathering and QA Testing
• Good working knowledge on MS Office Suite, especially Excel including basic functions (Filters, vlookup, Pivots etc.)
• Working independently and critical thinking skills
• Ensuring work conforms to standards and best practices
• Delivering work on time and within agreed upon scope, risk and quality parameters
Desired/Good-to-have Skills
• Agile Experience
• JIRA experience
• Medallia, Qualtrics or any other CX platform experience
• Experience designing customer/employee satisfaction surveys
• SharePoint Site Administration /Owner Experience
• Net Promoter Score experience
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, ****** orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, ****** orientation, gender identity, national origin, disability, or status as a protected veteran.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About Wells Fargo in India & Philippines
Wells Fargo in India & Philippinesenables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru, Chennai & Manila locations.
Department Overview
Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4, retail branches, 17 customer service centers, and approximately 13, ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas - including retail deposits, debit card transaction and purchase volume, and small business lending - our primary goal is delivering for our customers.
Team Overview - Consumer Data and Engagement Platform (CDEP)
The CDEP group works across the Consumer & Small Business Banking (CSBB), Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo's customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.
About the Role
This role will be part of a central team that supports the implementation and sustainment of Customer Experience / Net Promoter Score (NPS) surveys for Wells Fargo customers & employees. The role will specifically be responsible for collaborating with Customer Experience team and business partners to ensure survey needs have been appropriately translated to meaningful requirements. Duties will include supporting implementation activities for survey design, access requests and creation of requirements for surveys, reporting, dashboards and testing. This role will also support/contribute to creating continuous improvements in the process. A combination of technical and business knowledge is beneficial. Previous CX survey creation experience, JIRA and agile experience will be helpful. This role will report to the I&P Customer Experience leader.
Responsibilities
• Support Platform, Operations and Configuration Leads for onboarding surveys
• Supports CX Strategy & Operational Leads and Configuration Leads to ensure successful survey implementations
• Works with Communication lead to ensure all process documentation is current and provide archiving support to Product Owner
• Accountable for driving as much standardization as possible across all implementations through continuous improvement activities
• Provide partner support for User Access and QA Testing, if needed
• Work closely and independently with partners (internal clients) and senior management stakeholders
• Lead, organize and participate in PAM/department-wide initiatives
• Engage with cross culture team members and stakeholders
• Ready to work across geographies (India and USA) and be available during evening/early night hours for overlap with our US partners
Essential Skills
• Over 4-5 years of experience in Project Management, Requirements Gathering and QA Testing
• Good working knowledge on MS Office Suite, especially Excel including basic functions (Filters, vlookup, Pivots etc.)
• Working independently and critical thinking skills
• Ensuring work conforms to standards and best practices
• Delivering work on time and within agreed upon scope, risk and quality parameters
Desired/Good-to-have Skills
• Agile Experience
• JIRA experience
• Medallia, Qualtrics or any other CX platform experience
• Experience designing customer/employee satisfaction surveys
• SharePoint Site Administration /Owner Experience
• Net Promoter Score experience
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, ****** orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, ****** orientation, gender identity, national origin, disability, or status as a protected veteran.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process
💡 Quick Summary
Seeking a career-building opportunity? The Design Research position is now open for candidates interested in the Bank Jobs sector. This role in Hyderabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
