Wells Fargo Experience Consultant - BIC 2 in San Antonio, Texas

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.

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 CLG team includes Home Lending, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses and other key partners.

Join the #1 Mortgage originator and servicer (/Source: Inside Mortgage Finance/)

Our Customer Excellence team focuses on customer feedback and strives for operational excellence in order to strengthen our consumer-centric culture and optimize the customer experience.

As a key member of the Xperience Center team, The Experience Consultant will provide subject matter expertise focused on increasing the effectiveness of the organization by conducting and refining experiences that are intended to disrupt current thinking and bring about extraordinary results for team members and customers. This role will support the cultivation of ideas and innovative solutions, while fostering relationship building and collaboration.

The ideal candidate will be a strong leader with exceptional communication skills, proven advanced facilitation/presentation skills, relevant industry knowledge, and a passion for creating innovative, dynamic experiences for our customers and teams. A proactive, caring, collaborative, can-do attitude is critical for any candidate for this role.

Program Development

  • Recommend and implement continuous updates/enhancements and learnings to existing Xperience Center program(s).

  • Recognize and recommend opportunities to expand experiential offerings which help business leaders and partners align and collaborate to self-discover service solutions.

  • Research and recommend Xperience Center interventions which disrupt current thinking/practices and drive innovation.

  • Regularly review, re-evaluate, and update program content, supporting artifacts, and program communication tools.

  • Support continuing evolution of Xperience Center programs, labs, and operational interventions.

Program Delivery

  • Lead lab experiences and other operational interventions in the Xperience Center, for business partners ranging from new customer contact team members through senior leaders, on topics ranging from direct customer interactions to process re-engineering and organizational structure.

  • Utilize expert-level facilitation techniques to enable self-discovery of solutions.

  • Recognize interpersonal/group dynamics; understand implications of conflict.

  • Learn and understand business operations for each line of business in which we deliver programs to ensure programs align with, and enhance, operational effectiveness.

  • Navigate the complexity of working across functions and lines of business to deliver effective solutions.

  • Consistently employ strong facilitation and presentation skills, including ability to understand and address challenges, read the audience, and draw out key learnings/takeaways.

  • Adapt, as appropriate, to deliver tailored, high-quality and consistent experiences, and materials for all levels of team members.

  • Enhance program outcomes for participants through incorporation of wide-ranging experience, communication and facilitation techniques, and functional expertise, to help solve complex issues in creative ways.

  • Perpetuate a collaborative, interactive environment which is conducive to innovation and self-discovery.

Program Administration

  • Support the Xperience Center Leader with physical aspects of managing and maintaining a premier experience environment, including room management, maintenance, and scheduling.

  • Consult with business leaders on program impact and effectiveness.

  • Track business penetration and impact of programs and report on program outcomes.

  • Serve as an ambassador for Experience Center programs in every interaction.

The Candidate

  • The successful candidate will have demonstrated strong collaboration, negotiation, and influencing skills in a complex, matrixed environment, the ability to develop partnerships across businesses and functional areas, and earn business credibility to necessary consult as a trusted business partner.

Travel required up to 50%

Required Qualifications:

  • 6+ years of experience in one or a combination of the following: project management, implementation, or strategic planning

Desired Qualifications:

  • A BS/BA degree or higher

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to research and report on a variety of issues using problem solving skills

  • Demonstration and presentation facilitation skills

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Job Expectations:

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

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=5297388&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.