Job Description

**Why Wells Fargo** **Are you looking for more? Find it here.** At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place. Living the Well Life ( means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us! **About this role:** Wells Fargo is seeking a Senior Lead Business Execution Consultant - Customer Impact Incident Management Lead within the Enterprise Complaints, Remediations and Loudspeaker (ECRL) organization. This position is responsible for leading the strategy, governance and coordination of a unified customer response in the event of a companywide incident. ECRL brings together key functions from across the company to help customers when they have concerns or have been adversely impacted by Wells Fargo. ECRL provides leadership and oversight in complaint management, remediation, redress, mediation, and the Wells Fargo Loudspeaker program. ECRL listens and learns from our customers and employees and provides robust analysis and real-time insights back to the business for ongoing customer and business improvements. **In this role, you will:** + **Enterprise Incident Strategy Lead** - Lead the enterprise response and strategy development for resolving customer impact associated with highly complex and unique enterprise incidents. + **Cross-Functional Incident Execution** - Execute key responsibilities including facilitation of enterprise-wide discussions, stopping/mitigating ongoing customer impact, developing remedy strategies, outlining communication approaches, analyzing business group data, managing handoffs to issue management/remediation intake, and supporting incident trending/reporting. + **Leadership Advisor on Customer Impact** - Act as a subject matter expert and advisor to business group leadership to drive resolution of customer impact. + **Incidents Escalation Point** - Serve as the escalation point for challenges that hinder fair, timely, and consistent resolution of customer impact following incidents. + **Program Vision & Innovation Leader** - Provide vision, direction, and expertise to senior leadership to mature the incidents program and implement innovative, large-scale, cross-organizational business solutions. + **Decision-Making Facilitator** - Lead team meetings or steering committees to facilitate decision-making and support the implementation of recommendations and plans. + **Strategic Stakeholder Engagement** - Strategically engage with professionals and managers across multiple business lines and serve as an experienced advisor to leadership. + **Incident Response Playbook Owner** - Develop and own the enterprise-wide playbook for consistent execution of common incident response scenarios involving customer impact. + **Post-Incident Learning Integrator** - Integrate learnings from incidents by executing postmortem analyses to identify and proactively address areas of opportunity. + **Customer Impact Data Analyst** - Drive complaint analysis requirements and conduct data analysis to understand customer impacts, themes, and trends. + **Stakeholder Communications Drafter** - Draft customer impact incident updates for a wide range of stakeholders, including senior leadership, Operating Committee members, and regulators. + **Executive Presentation Developer** - Develop presentations for stakeholders and senior management on program initiatives, incident themes, trends, and root causes. **Required Qualifications:** + 7+ 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:** + Incident management experience + Strong understand of customer impact and remedy strategies + Enterprise, Complaints, Remediation and Loudspeaker Experience + Excellent verbal, written, and interpersonal communication skills + Experience partnering with senior-level executives across a large, matrixed organization + Ability to exercise independent judgment to identify and resolve problems + Experience developing and executing business vision, strategies, and goals + Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of employees + Experience in problem analysis, solution implementation, and change management + Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions + Strong analytical skills with high attention to detail and accuracy + Ability to execute in a fast paced, ambiguous, and high-demand environment while balancing multiple projects and priorities + Broad range of Enterprise experience + Regulatory and/or risk background + Advanced Microsoft Office skills **Job Expectations:** + Ability to travel up to 10% of the time + This position offers a hybrid work schedule + Only hiring at locations posted + Ability to work before or after hours and during weekends as incident arise **Posting End Date:** 10 Aug 2025 **_*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. 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. **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. **Req Number:** R-478233

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Work experience placement, Work at office, Weekend work,

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