Wells Fargo Strategy Consultant 3/Contact Center Sales Strategist in El Monte, California

In Payments, Virtual Solutions and Innovation (PVSI), we've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

  • It starts with you.* We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The PVSI team includes Consumer Credit Card, Retail Services, Consumer Deposits, Treasury Management, Merchant Services, Wells Fargo Virtual Channels, and Innovation including the professional services teams that partner with these businesses and other key partners.

Wells Fargo Virtual Channels serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves about 28 million customers through our digital channels and support about 5.6 billion customer interactions annually through digital and contact centers.

The strategy consultant will play a crucial role on the Contact Center Sales strategy team of Wells Fargo Virtual Channels. The individual chosen for this role will take the lead on creating the 3 – 5 year contact center sales and customer relationship strategy and plan. In creating this plan, the consultant will collaborate with leaders from across the bank to identify, prioritize and coordinate sales and relationship building enhancements in people, process and technology.

The strategy consultant will also support the Contact Center of the Future (CCOF) workstream focused on developing and enhancing customer relationships. CCOF is an effort to transform all customer-facing contact centers, which are working together as an ecosystem. The project team consists of contact center leaders from WFVC, Card and Retail Services, Consumer Lending, WIM, and Wholesale. The leaders are collaborating to develop, test, and implement new advice offerings that Wells Fargo can use to help customers achieve their financial priorities while also strengthening their relationship with the bank.

As a Strategy Consultant 3, your responsibilities will include but are not limited to:

  • Researching and synthesizing Wells Fargo, fintech, and non-financial industry best practices and new developments in vendor developed contact center sales and relationship building capabilities

  • Synthesizing existing customer research and / or chartering new research efforts to understand key customer needs and trends that can be successfully met by our channel sales strategy

  • Determining how approaches, strategies, and capabilities emerging from the Wells Fargo innovation team can be integrated into the contact center sales teams

  • Aligning the contact center with branch and digital customer relationship strengthening strategies

  • Influencing the new contact center banker desktop and CRM projects to align with the contact center’ sales strategies

  • Developing the 3 – 5 year roadmap of sales and customer relationship strengthening capabilities

  • Securing resources and buy-in to execute the roadmap

  • Developing the investment plan and business cases to enhance the contact center’s sales and customer relationship enhancing capabilities

Position can be located in: San Francisco, Charlotte, Shoreview, Phoenix, Los Angeles, or Portland.

Required Qualifications:

  • 5+ years of strategic planning experience

Desired Qualifications:

  • Ability to simultaneously lead multiple projects

  • Ability to create and improve process through strategic thinking

  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

  • Ability to research, trend, and analyze data

  • Strong analytical skills with ability to turn findings into executable plans to meet business objectives

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills

  • Ability to create and deliver dynamic presentations

  • Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures

  • 4+ years of sales or sales support experience

  • Management consulting experience at a top-tier consulting firm

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5356587&PostingSeq=1.

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.

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.