Job Description

Job Description
Important Note: 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. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application.

At Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wealth & Investment Management, or WIM, is one of the United States leading providers of financial and investment services. WIM provides a full range of personalized wealth management, investment, and retirement products and services to meet clients unique needs and help them achieve financial goals. Our mission is to help clients pursue their financial goals with confidence. We accomplish this by:

* Building enduring client relationships through sound, thoughtful, and objective advice
* Developing individualized plans for clients to help meet their financial objectives
* Helping clients build, manage, preserve, and transition their financial resources and wealth

WIM serves clients through the following businesses:

* Wells Fargo Private Bank serves high-net-worth individuals and families.
* Abbot Downing serves ultra-high-net-worth individuals and families.
* Wells Fargo Advisors provides investment advice and guidance to clients through more than 13,200 full-service financial advisors and referrals from more than 5,450 licensed bankers.
* Wells Fargo Asset Management brings together a strategic balance of investment capabilities to serve the investment needs of institutions, financial advisors, and individuals worldwide.

Through Wells Fargo Private Bank and Abbot Downing, WIM is also a leading provider of trust, investment, and fiduciary services, including personal trust services and a number of specialized wealth services designed to meet the diverse needs of high-net-worth clients.

The Insights & Empathy Manager will report to the User-Centered Design (UCD) & Innovation Manager within the Independent Brokerage & Platform Services (IBPS) group at Wells Fargo Advisors and oversee research and understanding functions for Field (e.g. Financial Advisors), Team Member (Middle/Back/Home office), and Client research needs.

The candidate selected will have direct reports and have associated leadership responsibilities such as team member development, work assignments, performance reviews, etc. In addition, the chosen individual will be responsible for contractor selection and have responsibility for posting, hiring, on-boarding and ensuring contract resources drive to results and meeting service level expectations.

The Insights & Empathy Manager will successfully execute the following responsibilities:

* Manage and maintain Wells Fargo Advisors Ambassador Program and partner with other groups for participant recruiting needs
* Oversee and maintain the remote unmoderated research tool set
* Collaborate with various stakeholders to identify tactical and strategic user research opportunities across the firm
* Maintain timelines and deadlines for user research projects for the Field, Home Office, and Client research needs
* Prioritize and balance research efforts across the team based on firm priorities
* Ensure researchers on the team are equipped for success and have a strong working relationship with designers, prototypers, and other stakeholders
* Coach the team on a variety of research methods, both broad (e.g., focus groups, observational ethnography, open ended interviews, etc.) and narrow (e.g., concept tests, surveys, card sorts, usability tests, etc.)
* Foster an environment of curiosity and questioning on behalf of end-user needs
* Oversee critical alignment artifacts and stakeholder workshops
* Facilitate meetings that require strong negotiation measures while maintaining strong relationships
* Ensure the team remains current with research industry methodologies
* Manage any external vendor engagements for research projects
* Prepare quarterly reports which highlight the work done in the research space as well as the breakdown of participants
* Maintain policies and procedures
* Assess the current state of the UI governance process and help shape the future direction for this work

As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:

* Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.
* Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Required Qualifications
* 6+ years of e-business experience
* 2+ years of user research experience
* 2+ years of leadership experience

Desired Qualifications
* Program and project management skills
* Strong organizational, multi-tasking, and prioritizing skills
* Strong analytical skills with high attention to detail and accuracy
* Ability to be proactive, innovative and creative in meeting customer and enterprise needs
* Knowledge and understanding of investment services industry
* Ability to influence executive decision-making and successfully negotiate critical issue resolution related to program initiatives
* Experience with user centered design principles
* Experience driving and leading organizational change in a dynamic environment
* Highly refined and professional verbal and written communications

Other Desired Qualifications
* Experience working and/or managing in an Agile environment
* Experience with Design Thinking techniques (e.g., LUMA)
* Experience preparing research reports and actionable findings
* Ability to effectively manage remote (i.e., geographically dispersed) relationships with UCD & Innovation partners & direct reports
* Understanding of, or experience with, interaction and/or visual design
* Understanding of Wells Fargo Advisors sales channels
* Experience working in large, corporate work environments

Job Expectations
* Ability to travel up to 10% of the time

Street Address
MO-Saint Louis: 2801 Market St - Saint Louis, MO
NC-Charlotte: 401 S Tryon St - Charlotte, NC

Disclaimer

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.

Benefits Summary
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.