Digital Servicing & Relationship Support Director

About This Role

Wells Fargo is seeking a Digital Servicing & Relationship Support Director to lead Digital Servicing & Relationship Support for Business Banking. This leader will own the cross-product digital servicing strategy, integrated roadmap, and client experience, enabling businesses to manage and maintain their banking relationships through intuitive, connected, and increasingly self-service experiences. The role will lead digital self-service, assisted servicing, issue resolution, relationship support, user access and permissions, business administration, and servicing automation across Deposits, Lending, Merchant & Card, and Treasury & Payments. The Director will orchestrate consistent 360-degree client journeys across digital, banker-assisted, contact-center, and operations-supported channels.

In This Role, You Will

• Lead and develop teams responsible for cross-product digital servicing, relationship support, business administration, and servicing transformation across Business Banking.
• Define and execute the digital servicing strategy, vision, integrated roadmap, and investment priorities across Deposits, Lending, Merchant & Card, and Treasury & Payments.
• Own cross-product digital servicing journeys, including self-service, assisted servicing, issue resolution, relationship support, user access and permissions, business administration, and servicing automation.
• Orchestrate consistent 360-degree client journeys across digital, banker-assisted, contact-center, and operations-supported channels, increasing adoption, reducing effort, and improving successful completion.
• Lead the digital strategy for user access, persona-based permissions, delegated authority, approval structures, account visibility, profile maintenance, and business administration.
• Advance servicing automation and workflow modernization, including straight-through processing, intelligent routing, guided experiences, exception management, and AI-enabled capabilities.
• Partner closely with Operations on ideation and execution by identifying client, banker, and operational friction and translating opportunities into prioritized roadmap initiatives and measurable improvements.
• Own cross-product issue-resolution journeys, ensuring clients can submit, manage, track, and resolve servicing needs through connected, transparent experiences while operational teams retain execution accountability.
• Drive proactive relationship support through alerts, guidance, education, contextual assistance, servicing communications, and seamless escalation from self-service to assisted support.
• Partner with Business Banking, Operations, Technology, Design, Risk, Compliance, Legal, Fraud, Cybersecurity, Data & Analytics, and product teams to deliver scalable, secure, resilient, and well-controlled solutions.
• Use client feedback, operational insights, performance metrics, market trends, and competitive intelligence to prioritize enhancements, develop investment recommendations, and measure adoption, efficiency, retention, and value attainment.
• Lead governance, launch readiness, executive reporting, resource management, and talent development while fostering client focus, accountability, innovation, collaboration, disciplined execution, and effective risk management.

Required Qualifications

• 10+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education.
• 4+ years of management or leadership experience.

Desired Qualifications

• Experience leading digital servicing, relationship support, business administration, self-service, service operations, or other cross-product financial-services experiences.
• Demonstrated success defining an enterprise or business-line product strategy and translating it into integrated roadmaps, investment priorities, delivery plans, adoption strategies, and measurable outcomes.
• Experience leading complex client journeys across digital self-service, banker-assisted channels, contact centers, operations, workflow, and issue resolution.
• Experience in operations, technology, or a role requiring close partnership with operational and technical teams to design and deliver digital solutions.
• Strong understanding of user access and permissions, role-based administration, personas, delegated authority, approval structures, authentication, and related control considerations.
• Experience advancing servicing automation, workflow modernization, straight-through processing, intelligent routing, exception management, or AI-enabled servicing capabilities.
• Demonstrated ability to reduce client effort, improve digital adoption, increase banker or operations productivity, and lower cost to serve while maintaining effective risk and control performance.
• Experience partnering across Business Banking, Technology, Operations, Risk, Compliance, Legal, Fraud, Cybersecurity, Design, Data & Analytics, and product teams in a regulated environment.
• Demonstrated ability to use client feedback, operational insights, behavioral data, performance metrics, and competitive intelligence to guide strategy and prioritization.
• Strong executive influence, product judgment, strategic thinking, communication, organizational-change, talent-management, and resource-planning capabilities.
• Ability to lead through ambiguity while balancing client value, business priorities, operational feasibility, control requirements, resilience, scalability, and speed to market.

Schedule

• This position offers a hybrid work schedule.

Pay

This position is not eligible for Visa sponsorship.

Posting Location(s)

• 401 S Tryon St. - Charlotte, North Carolina 28202