Customer Impact and Communications Consultant - Business Initiatives Consultant 2

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Customer Impact and Communications team is hiring for a Customer Impact and Communications Consultant.

In this role you will:

• Create and manage tailored customer notifications related to compromised data incidents, ensuring compliance with state, federal and international requirements. Make recommendations for additional customer care activities based on the risk of harm.
• Partner with enterprise and support groups (Legal, Finance, Compliance, Technology, EPMO, Risk, EUS) and senior leaders in every WF LOB; influence leaders and facilitate resolution of incidents and ensure controls are implemented.
• Liaison to partners and across business groups to communicate compromised data initiatives and strategies.
• Lead information gathering sessions, partner with teams to identify gaps and determine solutions to mitigate associated risks.
• Plan and implement systems and programs: data breach support program, new communications technology system,. Resolve issues, measure effectiveness and success. Other projects/implementations as assigned.
• Support initiatives to track and report on performance of internal and external programs and initiatives including customer experience/journey, strategic communications strategy, Returned Mail program, migration to digital customer notifications; manage and measure productivity and success of programs.
• Implement standards, guidelines, tools, and templates for enterprise wide compromised data program; lead initiatives to identify and drive process improvements, re-engineering and automation; design strategies to facilitate transition from current state to future state.
• Ensure plans/programs adhere to appropriate state, federal and international regulations. Engage program or project manager at the appropriate level.
• Prioritize work based on SHRPs, regulatory/contractual requirements, and impact to customer.
• Manage activities related to system changes and enhancements by identifying business requirements and needs, collaborating with others across the business, testing activities, and communicating with stakeholders.
• Provide project management support.
• Support governance of LOB adherence to Compromised Data policy.
• If time permits (and enough FTE): partner with EOS Communications on CoE communications, manage surveys for the CoE, create and manage SharePoint for crisis management of compromised data incidents.

Preferred locations listed on job posting. Other locations within the Wells Fargo footprint may be considered.

Salary range is determined by location of the job

The salary range displayed below is based on a Full-time 40 hour a week schedule.

NC-Charlotte: Min: $78,100 Mid: $110,000 Max: $141,900
OR-Portland: Min: $78,100 Mid: $110,000 Max: $141,900
NC-Raleigh: Min: $78,100 Mid: $110,000 Max: $141,900
MN-Minneapolis: Min: $78,100 Mid: $110,000 Max: $141,900
MN-Minneapolis: Min: $78,100 Mid: $110,000 Max: $141,900
AZ-Chandler: Min: $78,100 Mid: $110,000 Max: $141,900
IA-Des Moines: Min: $78,100 Mid: $110,000 Max: $141,900

May be considered for a discretionary bonus, Restricted Share Rights or other long-term incentive awards

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

• 2+ years of communications experience
• Ability to escalate issues
• Knowledge and understanding of incident management: gathering impacts and analyzing data
• Experience consulting, influencing and partnering with business executives, leadership, human resources partners and peers
• Experience writing and editing external communications, including corporate and executive level communications
• A BS/BA degree or higher
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills

• Ability to compose customer-friendly, tailored communications to customers, employees, and vendors
• Ability to effectively drive results and manage and build relationships with leaders and team members in a geographically dispersed team environment
• Ability to interact with integrity and a high level of professionalism with all levels of team members, management, and customers
• Experience in crisis management communications, programs, and initiatives
• Ability to identify and manage complex issues and negotiate solutions

The salary range displayed below is based on a Full-time 40 hour a week schedule.
NC-Charlotte: Min: $78,100 Mid: $110,000
OR-Portland: Min: $78,100 Mid: $110,000
NC-Raleigh: Min: $78,100 Mid: $110,000
MN-Minneapolis: Min: $78,100 Mid: $110,000
MN-Minneapolis: Min: $78,100 Mid: $110,000
AZ-Chandler: Min: $78,100 Mid: $110,000
IA-Des Moines: Min: $78,100 Mid: $110,000

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.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.