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Customer Experience Research Scientist (Analytic Consultant 5)
Wells Fargo    Phoenix, AZ 85067
     

**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 when 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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

Consumer Data and Engagement Platforms (CDEP) works across the CSBB, Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo’s customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.

The Enterprise Customer Experience (CX) Group works to exceed customers’ increasing expectations and financial needs by ensuring they’re appropriately considered and/or involved in every step of our product and service design and delivery processes. The CX Group has a need for analytics talent to support multiple areas within the team. This is a senior level individual contributor role.

The CX Analytics Consultant role is a senior level individual contributor role. This individual will be responsible for the design and execution of customer experience analytics projects. Projects include those related to Wells Fargo’s CX system of listening which includes multiple primary survey efforts to understand the customer’s relationship with our brand, their unique journeys and their individual transactions. It also includes other listening posts across custom primary research, complaint feedback and social listening. The individual will be an expert in survey research design, sampling, reporting and insight generation.

Key responsibilities include:

+ Designing and proposing the survey invitation volume in anticipation of appropriate weighting and balancing of survey responses.

+ Exploratory analysis of survey responses to develop appropriate response weighting scheme for future waves of research.

+ Analyzing customers who respond to surveys- including but not limited to channel usage and customer segments.

+ Linking survey data with internal customer data for exploratory analysis

+ Cross-tabulation of survey data for standard and exploratory analysis

+ Determining and tracking CX measurement goals.

+ Understanding and reporting customer complaints data, including how complaints tie to experience survey data and customer behavior

+ Analyzing unstructured open ended survey response data.

+ Consults and performs complex analyses/ analysis design involving data mining from multiple sources and/or predictive modeling, regression/multivariate, financial, comparative analysis, customer/demographic analysis, etc.

+ Analytics involved generally span multiple functional areas/business lines/data sources.

+ Perform analysis to determine drivers for NPS scores by segment, channel, or other customer criteria.

+ Perform factor analyses on survey data

+ Conduct exploratory analytics including pattern and relationship detection.

+ Ensure adherence to data management/data governance regulations and policies. Data involved may be very large, structured or unstructured, and from multiple sources. To a certain degree, may be involved directly or indirectly in the technical build-out and/or support of databases, query tools, reporting

Preferred locations listed on job posting. Other locations within the Wells Fargo footprint may be considered.

*** "Salary range is determined by the location of the job"

The salary range displayed below is based on a Full-time 40 hour a week schedule.

NC-Charlotte: Min: $90,100 Mid: $128,700 Max: $167,300

MN-Minneapolis: Min: $90,100 Mid: $128,700 Max: $167,300

MN-Minneapolis: Min: $90,100 Mid: $128,700 Max: $167,300

NC-Winston Salem: Min: $90,100 Mid: $128,700 Max: $167,300

IA-Des Moines: Min: $90,100 Mid: $128,700 Max: $167,300

TX-SA-North Central: Min: $90,100 Mid: $128,700 Max: $167,300

TX-Irving: Min: $90,100 Mid: $128,700 Max: $167,300

CA-SF-Financial District: Min: $108,100 Mid: $154,400 Max: $200,700

GA-Atlanta: Min: $90,100 Mid: $128,700 Max: $167,300

AZ-PHX-Central Phoenix: Min: $90,100 Mid: $128,700 Max: $167,300

MO-Saint Louis: Min: $90,100 Mid: $128,700 Max: $167,300

CO-Denver: Min: $90,100 Mid: $128,700 Max: $167,300

NV-Las Vegas: Min: $90,100 Mid: $128,700 Max: $167,300

FL-Jacksonville: Min: $90,100 Mid: $128,700 Max: $167,300

PA-Plymouth Meeting: Min: $99,100 Mid: $141,600 Max: $184,100

CA-Concord: Min: $108,100 Mid: $154,400 Max: $200,700

UT-Salt Lake City: Min: $90,100 Mid: $128,700 Max: $167,300

** May be considered for a discretionary bonus.

**Required Qualifications**

+ 8+ years of experience in one or a combination of the following: reporting, analytics, or modeling demonstrated through work or military experience; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 5+ years of experience in one or a combination of the following: reporting, analytics, or modeling

+ 3+ years of market research experience

**Desired Qualifications**

+ Extensive knowledge and understanding of research and analysis

+ Strong analytical skills with high attention to detail and accuracy

+ Excellent verbal, written, and interpersonal communication skills

+ Experience with survey design and methodology

+ Experience developing operational reporting and performing complex data analysis

+ Predictive modeling experience (including logistic regression)

+ Experience querying, extracting, and reporting on multiple databas es while adhering to data management regulations and policies

+ Knowledge and understanding of SQL or SAS

**Job Expectations**

+ Ability to travel up to 10% of the time

**Street Address**

**NC-Charlotte:** 301 S Tryon St - Charlotte, NC

**MN-Minneapolis:** 600 S 4th St - Minneapolis, MN

**MN-Minneapolis:** 550 South 4th St - Minneapolis, MN

**NC-Winston Salem:** 100 N Main St - Winston Salem, NC

**IA-Des Moines:** 800 Walnut St - Des Moines, IA

**TX-SA-North Central:** 16414 San Pedro Ave - San Antonio, TX

**TX-Irving:** 2975 Regent Blvd - Irving, TX

**CA-SF-Financial District:** 333 Market St - San Francisco, CA

**GA-Atlanta:** 171 17th St Nw - Atlanta, GA

**AZ-PHX-Central Phoenix:** 100 W Washington St - Phoenix, AZ

**MO-Saint Louis:** 1 N Jefferson Ave - Saint Louis, MO

**CO-Denver:** 1740 Broadway - Denver, CO

**NV-Las Vegas:** 3511 Boulder Highway - Las Vegas, NV

**FL-Jacksonville:** 1 Independent Dr - Jacksonville, FL

**PA-Plymouth Meeting:** 2240 Butler Pike - Plymouth Meeting, PA

**CA-Concord:** 1655 Grant Street - Concord, CA

**UT-Salt Lake City:** 260 Charles Lindbergh Dr - Salt Lake City, UT

**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.

**Company:** Wells Fargo

**Req Number:** 5599996-3

**Updated:** 2021-09-17 02:00:04.138 UTC

**Location:** Phoenix,AZ

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Job Details


Employment Type

Full Time