Wells Fargo Product Management Manager 2 (Research Manager) in San Francisco, California

At Wells Fargo, our vision is to satisfy our customers’ financial needs and help them succeed financially. As a manager, you will help us deliver on our vision and build lifelong relationships with our customers. You will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. In your role as a manager, you will also demonstrate leadership by building and sustaining an inclusive culture that values diversity, and helping your team understand and be inspired by their connections to the Vision & Values of Wells Fargo. As part of a team that serves one in three American households, you will play a vital role in living our commitment to the highest ethical standards and maintaining the valued trust of our customers and communities.

Wells Fargo Physical Channels (Branch and ATM Banking) includes almost 6,200 banking locations and over 12,500+ ATM sites, conducting over 1.5 billion customer interactions each year.

The Wells Fargo’s Physical Channels Design Team’s mission is to inspire, unify, and engage others in the human-centered design process to create great user experiences for our team members and customers. On a day-to-day basis, the team delivers user insights, strategy, interaction design, creative direction, visual design and content strategy for programs and projects as members of cross-functional teams driving Wells Fargo’s user experience for our Branch team members including tellers, bankers, and customers.

Wells Fargo’s Physical Channels Design Team is seeking a Research Manager.

This Research Manager will report to the Head of Physical Channels Design and lead a team of Researchers. The ideal candidate will be human-centric, innovative, insightful, strategic, consultative, facilitative, results-driven and a team-oriented professional. Will be key leader in growing the research practice, drive strategic direction, lead an in-person and online peer community as part of an iterative/test and learn approach and direct and support programs and project work by collaborating with leaders in the Community Bank.

Why you’ll thrive here

You share our passion for human-centered design, user experience design, service design, design thinking and creative problem solving. You are team member and customer obsessed. You are a great leader and coach. You play well with others. You’re diplomatic and flexible, and you’ve got what it takes to influence. You see the big picture, but you also find satisfaction in making every detail right. You know research methods and enjoy creatively applying the methods. You are energized by conducting research and uncovering behaviors, attitudes and needs. You are eager to share user stories and insights…and to turn insights into action.

What you’ll be responsible for

  • Managing and coaching a team of researchers (full time, internal contracts and external vendor)

  • Developing and maintaining the Research practice

  • Identify and leading research and discovery initiatives to determine future strategies

  • Leading and coordinating large research and design programs, projects and project teams

  • Planning, and facilitating events, workshops and working sessions

  • Overseeing multiple research initiatives

  • Applying new research methods

  • Supporting non-researchers with easy-to-use research methods for every day application

  • Building and leading and in-person and online peer community for the purpose of test and learn

  • Developing team member personas

  • Analyzing research finding and developing actionable insights

  • Delivering insights that can be turned into action and strategies that you may drive or that you partner to drive change and decision making

  • Overseeing a physical research lab located in Pleasant Hill, California

  • Sharing stories about the team member or customer journey, experience, pain points to build empathy and to influence and inspire others to action

  • Creating digital and mobile design strategies that meet team member and customer needs (for ATM, Banker and Teller experiences in our physical locations)

  • Collaborating with our team and partners (product managers, risk managers, business analysts, developers and more) to develop great experiences for our team members and customers

  • Keeping the human at the center of our design process

  • Advocating for change that enhances team member and customer experience and improves process

  • Developing tools and artifacts for partners

  • Identify trends, themes, pain points, human needs

  • Oversee the research budget

Location: Flexible within Wells Fargo Community Banking Footprint

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.

Required Qualifications:

  • 6+ years of product management experience, product development experience, or a combination of both

  • 4+ years of management experience

  • 4+ years of e-business consulting experience

Desired Qualifications:

  • 6+ years of communications experience

  • 2+ years of internet banking experience

  • 2+ years of mobile banking experience

  • Ability to influence and collaborate at all internal organizational levels

  • Experience developing partnerships and collaborating with other business and functional areas

  • Vendor management experience

  • Excellent verbal, written, and interpersonal communication skills

  • Professional presentation skills

  • Strong analytical skills with high attention to detail and accuracy

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

  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Project management experience

  • Ability to travel up to 20% of the time

Job Expectations:

  • Ability to travel up to 20% of the time

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=5297446&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.