Leads Business Banking client experience strategy, governance, measurement, and continuous improvement. Owns NPS and OSAT performance, competitive benchmarking, attrition analytics, executive reporting, and actionable insights. Partners with senior leaders and cross-functional teams to align priorities, manage complex initiatives, improve customer satisfaction and loyalty, and drive measurable business outcomes.
About this role:
The Lead Business Execution Consultant will serve as a key leader within Business Banking Client Experience (CX), responsible for driving the strategy, governance, measurement, and continuous improvement of the end-to-end customer experience. This role partners across Business Banking, Analytics, Product, Marketing, Operations, and Strategy teams to develop client-centric growth strategies, monitor performance, and provide actionable insights that improve client satisfaction, loyalty, and business outcomes.
The role owns enterprise-level client experience governance, including executive reporting, customer feedback measurement, competitive benchmarking, and attrition insights, ensuring leadership has clear visibility into client trends, risks, and opportunities.
In this role, you will:
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $119,000.00 - $187,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
21 Sep 2026
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
The Lead Business Execution Consultant will serve as a key leader within Business Banking Client Experience (CX), responsible for driving the strategy, governance, measurement, and continuous improvement of the end-to-end customer experience. This role partners across Business Banking, Analytics, Product, Marketing, Operations, and Strategy teams to develop client-centric growth strategies, monitor performance, and provide actionable insights that improve client satisfaction, loyalty, and business outcomes.
The role owns enterprise-level client experience governance, including executive reporting, customer feedback measurement, competitive benchmarking, and attrition insights, ensuring leadership has clear visibility into client trends, risks, and opportunities.
In this role, you will:
- Lead the development and execution of the overall Business Banking Client Experience strategy, aligning customer priorities with business growth objectives.
- Establish and manage governance processes for client experience initiatives, ensuring accountability, transparency, and measurable outcomes.
- Own NPS (Net Promoter Score), OSAT (Overall Satisfaction), and other customer experience metrics, including performance tracking, trend analysis, and executive reporting.
- Identify customer experience opportunities and risks through analysis of customer feedback, operational performance, and market trends.
- Conduct competitive experience benchmarking to assess Business Banking's customer experience performance relative to industry peers and identify best practices.
- Develop customer attrition insights and analytics to identify drivers of client loss, retention opportunities, and areas for experience improvement.
- Translate customer, operational, and market insights into actionable recommendations that drive improvements in customer satisfaction, loyalty, and business performance.
- Lead cross-functional teams to develop and implement customer experience initiatives and continuous improvement efforts.
- Prepare executive-level presentations, dashboards, and governance materials that clearly communicate customer experience performance, trends, risks, and strategic recommendations.
- Partner with senior leaders to establish customer experience priorities, define success measures, and drive execution against strategic objectives.
- Facilitate decision-making and issue resolution for complex customer experience challenges and strategic initiatives.
- Influence stakeholders across Business Banking and enterprise functions to drive alignment, accountability, and customer-focused outcomes.
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Experience leading client experience strategy, governance, or transformation initiatives.
- Strong knowledge of client satisfaction metrics, including NPS and OSAT methodologies.
- Experience developing executive-level reporting, dashboards, and performance insights.
- Strong analytical and problem-solving skills with the ability to convert data into strategic recommendations.
- Ability to influence senior leaders and drive alignment across multiple stakeholder groups.
- Experience managing large-scale, cross-functional initiatives in a highly matrixed organization.
- Overall Client Experience Strategy
- NPS / OSAT Governance and Performance Management
- Competitive Experience Benchmarking
- Client Attrition Analytics and Insights
- Executive Client Experience Reporting & Governance
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $119,000.00 - $187,000.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
21 Sep 2026
* Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Wells Fargo Charlotte, North Carolina, USA Office
355 W Martin Luther King, Jr BLVD, Charlotte, NC, United States, 28202
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