Design Research & Strategy Specialist

About this role:

Wells Fargo is seeking a Design Research & Strategy Specialist.

In this role, you will:

• Research and design of the existing mobile and internet channels while following existing branding protocols

• Work with internal teams to implement approved design strategies and research and plan mobile and internet channel creation and expansion

• Research growth opportunities that advance the online customer experience strategy

• Create or collaborate on new and existing web or multimedia applications

• Ensure consistency throughout the creation of electronic communications and websites by utilizing company brand and quality standards

• Collaborate and consult with other designers and internal groups

• Mentor less experienced individuals

Required Qualifications:

• 2+ years of cloud-based SaaS platforms (e.g., Medallia, Qualtrics) or application design experience used to capture and act on experience data, with proven ability to deliver business-impacting solutions through enterprise platforms

• Support Platform, Operations and Configuration Leads for onboarding surveys
• Configuring surveys, building the dashboards and launching the surveys
• Understanding and Application of AI Tools: Ability to leverage AI platforms (e.g., Microsoft Copilot, GitHub Copilot, Tachyon, Agentspace) for routine tasks such as summarizing information, drafting content, and analyzing data, while maintaining human oversight.
• Critical Thinking: Ability to interpret AI outputs, validate insights, and make informed business decisions.
• Supporting the day-to-day activities of Survey Operations to close the tickets, incidents and control governance

Desired Qualifications:

• Responsible AI Use: Awareness of ethical considerations, data privacy, and compliance when using AI solutions.
• Adaptability and Continuous Learning: Commitment to upskilling and staying current with emerging technologies.
• Supports CX Strategy & Operational Leads and Configuration Leads to ensure successful survey implementations
• Works with Communication lead to ensure all process documentation is current and provide archiving support to Product Owner
• Accountable for driving as much standardization as possible across all implementations through continuous improvement activities
• Provide partner support for User Access and QA Testing, if needed
• Work closely and independently with partners (internal clients) and senior management stakeholders
• Lead, organize and participate in PAM/department-wide initiatives
• Engage with cross culture team members and stakeholders
• Ready to work across geographies (India and USA) and be available during evening/early night hours for overlap with our US partners

Job Expectations:

• 2+ years of working experience on Medallia/Qualtrics platforms
• Over 2+ years of experience in Project Management, Requirements Gathering and QA Testing
• Medallia, Qualtrics or any other CX platform experience
• Experience designing customer/employee satisfaction surveys
• Leverage Copilot/AI tools to drive productivity, automate BAU tasks, and enhance decision-making
  Knowledge of any data visualization tools such as Power BI / Tableau
• Good working knowledge on MS Office Suite, especially Excel including basic functions (Filters, vlookup, Pivots etc.)
• Working independently and critical thinking skills
• Ensuring work conforms to standards and best practices
• Delivering work on time and within agreed upon scope, risk and quality parameters
• Agile Experience
• JIRA experience
• SharePoint Site Administration /Owner Experience
• Net Promoter Score experience

Posting End Date: 

*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.

Candidates 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.

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.