Lead Product Manager, Customer Experience (CX) Journey Intelligence

About the role

Wells Fargo is seeking a Lead Product Manager Customer Experience (CX) Journey Intelligence to help shape and elevate the end-to-end credit card customer experience. This role is responsible for evaluating customer journeys across channels to uncover friction points, generate actionable insights, and drive improvements that deliver measurable customer and business outcomes.

Responsibilities

• Evaluate end-to-end credit card customer journeys to identify "moments that matter," friction points, and experience gaps
• Apply structured customer journey mapping methodologies to assess and prioritize improvement opportunities
• Diagnose root causes using multiple data sources, including: Customer feedback (VOC), NPS, CSAT, and OSAT metrics, Complaint data and call drivers, Digital behavior and operational performance data
• Translate insights into prioritized CX initiatives aligned to enterprise strategy and customer needs
• Develop clear, data-backed business cases, including KPIs, assumptions, risks, and expected value realization
• Define and track success metrics and measurement frameworks for CX initiatives
• Partner cross-functionally to influence execution and drive alignment on priorities and tradeoffs
• Present insights and recommendations to senior leaders with clarity, confidence, and strong executive presence
• Act as a thought leader in CX, shaping journey roadmaps and helping mature journey intelligence capabilities

Requirements

• 5+ years of Product Management, product development, strategic planning, process management, change delivery experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

• Background in management consulting, CX consulting, strategy, or financial services, with exposure to consumer lending products (e.g., credit cards, auto, personal loans)
• Experience in credit card originations, portfolio management, or unsecured lending, with understanding of credit policy, underwriting, risk frameworks, and regulatory considerations
• Strong familiarity with customer experience (CX) metrics and insights, including VOC programs, NPS, CSAT, complaint analysis, and call driver data
• Proven track record of evaluating customer journeys, identifying opportunities, and translating insights into actionable improvements
• Experience building and presenting data-driven business cases, including defining success criteria, KPIs, and measurement frameworks
• Demonstrated ability to analyze large, complex datasets and synthesize quantitative and qualitative insights into clear, compelling narratives
• Strong understanding of P&L drivers, pricing strategies, and portfolio performance
• Hands-on experience with data analysis tools such as SQL, Python, or SAS
• Able to lead cross-functional initiatives and influence stakeholders across product, technology, operations, and analytics teams
• Proven ability to translate strategy into execution and deliver measurable business outcomes
• Comfortable operating in ambiguous, complex environments, with strong structured problem-solving skills
• Excellent communication and storytelling skills, with experience presenting to senior and executive audiences
• Highly collaborative, with a results-driven mindset, strong ownership, and accountability

Job Expectations

• Willingness to work on-site at stated location on the job opening
• This position offers a hybrid work schedule
• Travel up to 25% of the time