Business Initiatives Consultant 3 in Phoenix, Arizona | DiversityInc Careers
This job has expired and you can't apply for it anymore. Start a new search.

Business Initiatives Consultant 3

Job Description

Wells Fargo Virtual Channels (WFVC):  WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.   

WFVC is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. PVSI's focus is on delivering the next generation of payments capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

The WFVC Executive Services & Communications division is a multi-functioning group for WFVC that includes group-level staff teams, and multichannel and escalation frontline customer servicing teams. Staff teams include Executive Services, Team Member Communications & Programs (including formal Recognition and Idea Builder), External & Customer Communications, and the Complaints Program office. These staff teams represent and advocate on behalf of WFVC team members and customers. Servicing teams include call center Customer Care and Executive Office, Email, Service Chat, and Customer Correspondence. These experienced teams provide the highest level of service and resolution to customers in all lines of business for the company’s retail bank.

The WFVC Executive Services and Communications organization is seeking a Business Initiatives Consultant 3 to provide strategic consulting services in support of the WFVC execution of the Complaints Management Program.  Uses knowledge and expertise regarding Wells Fargo Complaints Management policy, business strategy, and trends in the Industry to consult with senior managers and staff. Creates and executes business plans supporting the strategy and adherence to the complaints management requirements. 

Leads or participates in the identification, evaluation and presentation of process, technology and/or reporting opportunities; and communication of strategy and related business plans to management.  May participate in internal and enterprise strategic planning activities, and work with the team to assess, plan, and implement business and strategic initiatives.   This role will work closely with leadership to ensure effective execution of strategic opportunities, and will support managing and delivering Enterprise level and WFVC initiatives on behalf of the complaint management business program.  

Key Accountabilities include but are not limited to the following:

  • Partner with WFVC Executive Services and Communications leadership and line of business partners to develop business plans to support complaint program requirements; evaluate and align against business needs/priorities and create corresponding program roadmap, plans and initiatives for delivery.
  • Assist in the development of the communication of strategy and related business plans to senior leadership in the Executive Services and Communications organization and WFVC.
  • Provide leadership and consulting on strategic projects.
  • Participate in and lead activities to keep abreast of industry trends; socialize learnings across the organization.
  • Strategize, plan, and implement initiatives that enable the WFVC complaint program to meet their strategic objectives, including driving execution through leadership of cross-functional work teams.
  • Participate in cross-enterprise & WFVC strategic initiatives while representing the complaint program view.
  • Work collaboratively with key strategic partners to develop plans to ensure the business best serves customers, and manages to the complaint business requirements and expectations.
  • Drive discipline in execution, deliver business insights, resolve issues and manage change across the business while maintaining alignment with the overall WFVC and complaint management strategies and objectives.

Position may be located in one of the following locations:  Charlotte, NC; San Francisco, CA; Beaverton, OR; Salt Lake City, UT; Sacramento, CA; Concord, CA; El Monte, CA; Phoenix, AZ; Boise, ID; Shoreview, MN; West Des Moines IA; Roanoke, VA; Columbia, SC. Locations within the broader WFVC footprint will also be considered.


  • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration.  If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
  •        Depending on the volume of applications received, this job posting may be removed prior to the indicated close date.   If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

Required Qualifications

  • 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning

Desired Qualifications

  • Ability to think strategically, implement, and deliver business objectives
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Experience driving and leading organizational change in a dynamic environment
  • Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to prepare and present senior level communications
  • Ability to take on a high level of responsibility, initiative, and accountability
  • Advanced Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Other Desired Qualifications
  • Experience leading cross-functional and/or virtual teams
  • Flexibility to work across multiple time zones as needed

Job Expectations

  • Ability to travel up to 10% of the time

Street Address

CA-Concord: 1220 Concord Ave - Concord, CA
NC-Charlotte: 401 S Tryon St - Charlotte, NC
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
CA-SF-Financial District: 550 California St - San Francisco, CA
OR-Beaverton: 18700 Nw Walker Rd - Beaverton, OR
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
CA-Sacramento: 2125 Butano Drive - Sacramento, CA
CA-El Monte: 9000 Flair Dr - El Monte, CA
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN
AZ-PHX-Northwest Phoenix: 2202 W Rose Garden Ln - Phoenix, AZ
AZ-PHX-Northwest Phoenix: 2150 W Pinnacle Peak Rd - Phoenix, AZ
ID-Boise: 3033 Elder St - Boise, ID
IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA
VA-Roanoke: 7711 Plantation Rd - Roanoke, VA
SC-Columbia: 101 Greystone Blvd - Columbia, SC


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.