Social Capabilities Delivery Consultant

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.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 5,000 retail branches, 17 contact centers, and 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

Consumer Marketing provides marketing support for the CSBB businesses and the Marketing Centers of Excellence (COE) support for marketing needs across the enterprise.

Reporting to the Digital Marketing Social Capabilities Manager, this role will be responsible for supporting the strategy of delivering best in class social media marketing and social care servicing capabilities for a Wells Fargo customer experience in social media. Sprinklr is the social media management platform for Wells Fargo. We use it to monitor, listen and manage social content across seven channels where Wells Fargo has a digital presence. This role will partner with Technology, Marketing and Consumer Banking partners to design and implement solutions on the capabilities’ roadmap. The Delivery Consultant motivates teams to achieve a high level of performance and quality in delivering digital initiatives that provide business value to internal partners. The Delivery Consultant will protect the team's time and clear the way for teams to deliver on their initiatives. Capabilities are solutions that include process, technology and people to realize the business outcome. As a member of the Marketing Capabilities team, this team member will be part of the overall Consumer and Small Business Banking Marketing Capabilities team.

KEY RESPONSIBILITIES INCLUDE:

• Support overall strategy, vision, and prioritized roadmap for Sprinklr Social Capabilities
• Leveraging an Agile workflow, work within a dedicated team for ideation, innovation, concept development, prioritization and implementation for Sprinklr initiatives focused on enhancing social media marketing and customer and banker experience activities
• Manage Agile operational processes including engagement with value stream owner, crafting of epics and features, defining user stories, securing agile and non-resources, and prioritization of work across teams
• Oversee the establishment of operational standards, guidelines, processes related to the day-to-day management of enterprise social technology platforms; ensure adherence to corporate policy; provide support for inquiries and issue resolution; provide training for end users
• Ensure new products and services are implemented and transitioned to operational environment. Includes training development and delivery, identifying and addressing defects in production environment, assessing success metrics
• Collaboration with team and partners for new social product/service requirements in support of strategic roadmap
• Work closely with Project Management and other working team members to aggregate status, accomplishments, risks and opportunities for the program
• Define project scopes, business needs and requirements with input from relevant Marketing and Social Care stakeholders; ensuring business requirements are translated appropriately

• 4+ years of experience in one or a combination of the following: marketing, digital marketing, digital platforms (i.e mobile or social media) demonstrated through work or military experience

• Agile experience
• Excellent verbal, written, and interpersonal communication skills
• Ability to work in a fast paced deadline driven environment
• Ability to work effectively in a team environment
• Knowledge and understanding of technology object oriented: analysis and design

• 2+ years of experience in one or a combination of the following: digital customer experience, digital product or program management, digital platforms or digital consulting
• 4+ years digital implementation experience, including platforms, metrics, analysis and reporting
• 5+ years of experience with Microsoft Office tools, including Outlook, Word, Excel, PowerPoint, Project and Visio
• 2+ years of experience in social media including a deep understanding of social channel capabilities
• 2+ years of experience with a social media management platform (Sprinklr, Khoros, Salesforce or similar)
• 1+ years of experience working with social for content management including publishing, listening, advertising and sentiment analysis
• Solid Knowledge and understanding of and practical experience using industry-standard SDLC methodologies, with a focus on Agile methodologies
• Experience and understanding of the needs of a Marketing organization in the social space
• Ability to define and implement robust reporting solutions that support a Marketing in social media
• Experience with a broad range of development, testing, issue tracking, communication, and other tools in order to support day-to-day platform operations
• Effective skills in facilitating meetings and other forums involving a large number of participants/stakeholders and driving toward desired outcomes within prescribed time frames
• Ability to roll out process and/or technology changes with demonstrable improvements to the customer and team member experience
• A BA/BS degree in Business or Computer Science or related technology

The salary range displayed below is based on a Full-time 40 hour a week schedule.
UT-Salt Lake City: Min: $78,100 Mid: $110,000 Max: $141,900
NC-Charlotte: Min: $78,100 Mid: $110,000 Max: $141,900
CA-SF-Financial District: Min: $93,700 Mid: $132,000 Max: $170,300

CA-SF-Financial District: 555 California St - San Francisco, CA
NC-Charlotte: 301 S Tryon St - Charlotte, NC
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT

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.