Customer Experience Platform Sr Tech Bus Consultant RWF - Charlotte

Company: wellsfargo
Location: Charlotte
Posted on: January 16, 2022

Job Description:

b"About this role:\nWells Fargo is hiring a Senior Technology Business Systems Consultant - Customer Experience Platform to partner with multiple lines of business to implement Net Promoter Score (NPS) survey and feedback for internal and external customers. \xc2\xa0This is a hands on role to leverage the CX Enterprise Platform administrative modules to execute design and developed solutions that deliver on captured requirements to all viable line of business channels to gain feedback and improve Wells Fargo's offerings and services.\nIn this role, you will:\n * Consult with management and business partners on matters of significance regarding strategic approaches, effectiveness of support function, and business performance improvement opportunities for existing or new NPS survey roll outs.\n * Recommends strategies to implement changes and improvements to existing or new solutions.\xc2\xa0\n * Utilize thorough knowledge of the LOB's or business group's functional area or products to support and drive strategic initiatives for the business.\xc2\xa0\n * Execute development and support functions and/or operations/production oversight usually for multiple lines of business groups. Functions supported may include: survey design and development, ADA testing against WCAG guidelines, policy/procedure administration and adherence, systems/change initiatives, business continuity planning, legal and regulatory adherence, SLA negotiation/development, reporting and analysis, project funding, pipeline, process improvement, and quality management.\n * RWF. Please note that \xe2\x80\x9cRWF\xe2\x80\x9d is an identifier for internal recruiting purposes only and has no connection to the nature or responsibilities of the job.\nRequired Qualifications, US:\n * 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education\n * 2+ years of experience in Web Content Accessibility Guidelines (WCAG) 2.0, 2.1 or a combination of both\n * 1+ year of experience building Americans with Disabilities Act (ADA) compliant websites using Non-Visual Desktop Access (NVDA) and Job Access With Speech (JAWS)\n * 1+ year of HTML (HyperText Markup Language) experience\n * 1+ year of Agile experience\n * 1+ year of JIRA experience\nDesired Qualifications:\n * Medallia or equivalent Customer Experience / Survey Development platform\n * Excellent verbal, written, and interpersonal communication skills\n * SQL experience\n * Knowledge and understanding of governance and compliance expected from providing solutions in systems and technology domains\n * Knowledge and understanding of operation work flows/processes\nJob Expectations:\n * Ability to work outside of regular business hours\n * Flexibility to work from home and meet the home eligibility assessment conditions, based on business need\nWe Value Diversity\nAt Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.\nEmployees 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\xe2\x80\x99s risk appetite and all risk and compliance program requirements.\nCandidates applying to job openings posted in US:\xc2\xa0All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.\nCandidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process."

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