About this role:

Wells Fargo Business Banking is part of Consumer Banking & Lending and serves the full banking needs of more than 3 million small and mid-sized businesses with annual revenues of up to $25MM. We deliver a relationship-based model through Business Bankers, Business Banking Relationship Managers, and Lending Advisors. Together they help owner-operated and small commercial businesses at every stage of growth. Our solutions include deposits, secured and unsecured lending, credit cards, merchant services, treasury management, and business management tools such as payroll. Our goal is to build a customer-centric onboarding and delivery experience that helps us become an industry leader in business banking.

The Business Planning and Client Experience team is seeking a Lead Business Execution Consultant to deliver an client experience strategy driving improvement in internal and external client experience measurement insights on behalf of Business Banking. Business Banking.

The Lead Business Execution Consultant will serve as a key leader within Business Banking Client Experience (CX), responsible for driving the strategy, governance, measurement, and continuous improvement of the end-to-end customer experience. This role partners across Business Banking, Analytics, Product, Marketing, Operations, and Strategy teams to develop client-centric growth strategies, monitor performance, and provide actionable insights that improve client satisfaction, loyalty, and business outcomes.

The role owns enterprise-level client experience governance, including executive reporting, customer feedback measurement, competitive benchmarking, and attrition insights, ensuring leadership has clear visibility into client trends, risks, and opportunities.

In this role, you will:

• Lead the development and execution of the overall Business Banking Client Experience strategy, aligning customer priorities with business growth objectives.
• Integrate product, client, financial, operational, risk, and Voice of the Customer data to identify trends, root causes, performance gaps, and opportunities for intervention.
• Own NPS (Net Promoter Score), OSAT (Overall Satisfaction), and other customer experience metrics, including performance tracking, trend analysis, and executive reporting.
• Identify customer experience opportunities and risks through analysis of customer feedback, operational performance, and market trends.
• Conduct competitive experience benchmarking to assess Business Banking's customer experience performance relative to industry peers and identify best practices.
• Develop customer attrition insights and analytics to identify drivers of client loss, retention opportunities, and areas for experience improvement
• Create, maintain, and improve executive dashboards and monthly and quarterly business reviews that clearly communicate portfolio performance, trends, risks, and recommended actions
• Translate customer, operational, and market insights into actionable recommendations that drive improvements in customer satisfaction, loyalty, and business performance.
• Prepare executive-level presentations, dashboards, and governance materials that clearly communicate customer experience performance, trends, risks, and strategic recommendations.
• Partner with senior leaders to establish customer experience priorities, define success measures, and drive execution against strategic objectives.
• Facilitate decision-making and issue resolution for complex customer experience challenges and strategic initiatives.
• Influence stakeholders across Business Banking and enterprise functions to drive alignment, accountability, and customer-focused outcomes.

Key Areas of Ownership

• Overall Client Experience Strategy for Business Banking
• NPS / OSAT Governance and Performance Management
• Competitive Experience Benchmarking
• Client Attrition Analytics and Insights
• Executive Client Experience Reporting & Governance

Required Qualifications:

• 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

Desired Qualifications:

• 5+ years of experience using customer, competitive, operational, and financial insights to develop strategic recommendations and guide investment decisions
• Experience leading client experience strategy, governance, or transformation initiatives.
• Ability to thrive in a fast-paced environment, manage ambiguity, and influence outcomes without direct authority
• Strong knowledge of client satisfaction metrics, including Net Promoter Score (nPS) methodologies.
• Experience developing executive-level reporting, dashboards, and performance insights.
• Experience influencing senior leaders through data-driven insights, structured problem-solving, executive presentations, and compelling strategic narratives
• Strong analytical and problem-solving skills with the ability to convert data into strategic recommendations.
• Proven experience within a leading management consulting firm, advising on complex business and strategic priorities.

• Strong leadership, relationship management, influencing, and execution skills
• Excellent verbal, written, and interpersonal communication skills

Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

Pay Range
 

Posting End Date:

*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.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.