4 days old

Leader of Contact Center Digital Customer Service

Charlotte, NC 28202
  • Job Code
Job Description

Wells Fargo Technology
Technology at Wells Fargo is at the heart of what enables us to satisfy our customers financial needs and help them succeed financially. The Wells Fargo Technology (WFT) team leads technology for one of the highest market cap financial services institutions in the world, helping 76.6 million customers conduct an average of 95 million transactions each day, helping more end-customers every day both in the United States and across the globe than any other division in our company.

WFT team helps customers directly every time they do business with the company, delivering a true One Wells Fargo experience and ensuring their security, regardless of channel. WFT also helps customers by remaining trusted partners working with all lines of business to develop and deliver value-added products and services. To do this, WFT draws on the talents and motivation of thousands of technology team members across the enterprise. Altogether, WFT manages worldwide technology for more than 8,700 stores and 12,500 ATMs larger than Starbucks and The Gap combined.

WFT is one of the countrys largest and most innovative information technology groups. WFTs more than 20,000 talented team members keep Wells Fargo at the forefront of Americas diversified financial services companies. The technology team members set IT strategy, deliver systems software design and development, and provide Wells Fargo global customers round-the-clock banking access through in-store, online, ATM, mobile device, and telephone transactions. They serve customers directly through systems availability and security, as well as indirectly, through internal business partners who deliver a wide range of financial products and services.

One subgroup of WFT is Consumer and Small Business Banking Technology (CSBBT), a customer-focused organization that delivers the next generation of digital offerings; enables innovation to develop new customer experiences and products; and enhances digital channels, branches, contact centers, and ATM technologies.

CSBBT is made up of the following technology groups, that support the product and services lines of business aligned to their technology platforms:

Consumer Banking and Services Technology Enterprise Contact Technology Deposits, Operations, and Debit Card Technology Consumer Digital Technology

As Wells Fargo transforms itself both as a business and the supporting technology groups evolve to enable that transformation.

The experience is a fast changing set of customer journeys across our estate like all our consumer Mobile apps, all our Web platforms, Branches and Call centers. This includes all emerging experiences like conversational banking through voice assistants (Google home, Amazon echo or Apple Siri).

This is a niche area with a very fast changing technology landscape and customer expectations that defines our brand story and our customer affinity.

The Contact Center Digital Customer Service Experience Leader will be accountable for delighting our customers by building key components of the end-to-end digital customer service experience. These servicing channels will include Web, Search, Forum, Chat, Social Care, Interactive text and other capabilities tied to the Digital customer experience. This team will build this experience in partnership with Digital technology teams, Contact Center Operations, Product teams and design teams. This team will work with and within the guidelines set by the Digital Channel technology team to delight our customers with self-service-digital customer service functions.

Position Responsibilities and Expected Outcomes
This leader will manage direct digital customer service platform for the consumer bank (including Consumer Lending) and the Wholesale bank. This leader will drive this new capability by
1.Creating a self-service strategy that prioritizes problem solving for the customer
2.Managing self-service capabilities like a product
3.Prevent Self-service abandonment
4.Focus on social care in partnership with the business

When successful, this leader will drive efficiencies for Wells Fargos Contact Centers by building products that increase the adoption of Digital Customer Service experience and by virtue reducing overall call volume.

Locations: Charlotte, NC; Phoenix, AZ; San Francisco, CA; New York, NY

Required Qualifications

12+ years of technology infrastructure experience7+ years of management experience in technology

Desired Qualifications

Experience managing multiple or large technology infrastructure components

Other Desired Qualifications Ideal Technology Qualifications 1+ years of consultative/conceptual experience on Conversational AI systems (preferred) 2+ years of experience leading and managing project teams 2+ full cycle product experiences (prototype to production) deploying virtual agents or virtual assistants involving one of - IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow,or IBM Watson API development experience Advanced skills in Java/C++, R, Python, etc Strong knowledge of machine learning, deep learning, natural language processing, neural networks, dialog systems, dialog management, and natural language generation In depth technical knowledge or one or more programming languages such as Java, Angular, JQuery, HTML, JavaScript, Node JS, React JS, or others 3+ experiences developing and deploying voice and/or text conversational flows for virtual agents or virtual assistants involving IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow, or IBM Watson, MS LUIS Chat, MS Azure Cognitive/ML Solid understanding of digital experience development and modern Web and Mobile development and delivery strategies Certification or expertise on at least one of the following platforms: IPSoft Amelia, Kore.ai, Nuance Nina, Amazon Lex & Alexa, Dialogflow, or IBM Watson Scaled Agile Framework (SAFe) experience a plus 12+ years experience leading large teams. Experience coaching and mentoring managers, and individual team members Experience managing complex, diverse technology portfolios Demonstrated ability to create and communicate vision and strategy Demonstrated ability to build relationships and partnerships across a diverse set of IT Leaders and business partners Deploy automation and cognitive and science-based techniques to manage data, predict scenarios and prescribe actions Drive operational efficiency by maintaining their data ecosystems, sourcing analytics expertise and providing As-a-Service offerings for continuous insights and improvements Experience managing vendor relationship and aligning vendor and internal roadmaps Broad understanding of application and infrastructure architecture domains Proven track record influencing large technology transformations Experience working with APIs and developing UI/UIX for web and mobile application. Android/IOS experience Experience in working in a DevOps / DevSecOps agile environment Experience forming and driving Agile adoption Demonstrated ability to create and communicate vision and strategy Demonstrated ability to build relationships and partnerships across a diverse set of IT Leaders and business partners Experience managing all application development efforts within a medium size line of business Prior significant experience leading complex technology initiatives in a large and dynamic segment of financial services Demonstrated vendor negotiation and partnership skills along with experience working with technology offshore vendor relationships 9+ years of executive leadership experience managing a complex technology organization of large scale, including senior managers, managers, individual contributors and vendor resources across multiple global locations Demonstrated prior experiences in effective engagement with senior executives and external regulators Ability to effectively drive and lead change in an organization with Wells Fargos size, scale and complexity Demonstrated experience in building, leading, developing and retaining a high performing team of leaders, strong technical experts and high performing professionals in a cultural environment that achieves results through team member engagement and satisfaction Demonstrated ability to manage a large portfolio of technology efforts across several major lines of business and effectively partner/influence at the senior executive level Strong knowledge and understanding of the financial, operational, technical and regulatory drivers impacting a complex and dynamic global technology environment Ability to manage the complex and diverse applications portfolio Proven experience as a highly effective leader with credibility from demonstrating strong business and technology acumen Highly effective decision-making/critical thinking/problem solving skills with a collaborative and results oriented leadership style Develop technology strategy, operating model & roadmaps with clear objectives and aligned with business, enterprise and technology strategies Broad experience across multiple areas of technology including one or more of architecture, infrastructure and application development with strong understanding of leading edge as well as legacy and distributed technologies to effectively Demonstrated ability to consult with key business partners and translate complex, technical concepts so that they are clearly understood along with the ability to effectively partner and influence at the senior executive level Demonstrated experience motivating and influencing groups or individuals across organizational boundaries to gain trust and confidence to make timely decisions Proven experience in establishing a vision, developing the strategy to support the vision, gaining consensus across key functional leadership through effective communication, and driving action towards the vision through the effective management of goals and objectives Excellent communication (oral and written) with ability to communicate at multiple levels ranging from technologists to senior managers and executive leadership Strong commitment to diversity and inclusionDisclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



Posted: 2020-05-22 Expires: 2020-06-21

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Leader of Contact Center Digital Customer Service

Wells Fargo
Charlotte, NC 28202

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