Customer Journeys Technology Leader – Four Positions (Technology Executive)

Wells Fargo
Published
September 2, 2020
Location
San Francisco, CA
Category
Job Type

Description

Job Description

Other WF Technology Hub locations may be considered. 

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. News, insights and perspective from Wells Fargo are also available at Wells Fargo Stories.  

Wells Fargo Technology

Technology at Wells Fargo is at the heart of what enables us to satisfy our customers' financial needs and help them succeed financially. The Wells Fargo Technology team leads technology for one of the highest market cap financial services institutions in the world, helping 76.6 million customers conduct an average of 95 million transactions each day, helping more end-customers every day – both in the United States and across the globe – than any other division in our company.

Wells Fargo Technology's goal is to exceed Wells Fargo customers' expectations and directly enable them to succeed financially. Through technology and operations services, Wells Fargo Technology interacts with customers more than 12 billion times a year through branch, mobile, online, ATM and telephone transactions. We have 30MM digitally active customers and clients and Wells Fargo Technology carries the responsibility to allow our customers to transact directly through systems availability and security, as well as indirectly, through Wells Fargo business partners who offer and deliver a myriad of products and services that meet customers financial needs. 

We envision new frontiers powered by Wells Fargo Technology. We will do this through our mission of delivering stable, secure, scalable and innovative services at speeds that satisfy and delight our customers and unleashes the skills of our team members.  We employ 32,000 team members and have another 14,000 external resources working for Wells Fargo technology. Our footprint is global, with a prominent focus within the US. 

Consumer and Small Business Banking Technology

Consumer & Small Business Banking Technology is a customer-focused organization that delivers the next generation of payments capabilities; advances digital offerings; enables innovation to develop new customer experiences and products; and enhances digital channels, branches, contact centers, and ATM technologies. 

The Positions

The traditional method for organizing technology teams has been to assemble teams to have full responsibility for a group of applications.  The responsibility for the group of applications comes with responsibility to support the technology needs of a given business unit. The challenge with this model is that over time, it requires increasingly more teams to be involved in making changes that benefit the customer experience, or The Customer Journey, from beginning to end. 

These leadership roles will be unique as they will be organized by The Customer Journeys themselves. Each leader will have clear accountability, end-to-end, of a given set of Customer Journeys. This will provide a great deal of autonomy to move quickly and meet the constantly evolving needs and expectations of our customers. 

These executive roles will each have direct, hard line reporting relationship over all elements of one of the Customer Journeys. This will give each leader direct oversight over virtual channels such as the mobile app and web applications; voice channels such as the contact center; and physical channels such as the branches and ATMs. 

This work will be organized into four main groups, each with its own leader: New Customer Journeys, Servicing Journeys, Move Money Journeys, and Small Business Journeys. 

These executives each have direct responsibility for a diverse set of engineering scrum teams with end-to-end responsibility for all sub-Journeys within the Customer Journey family. This includes all application code, design activity, and automation of build and test capabilities to meet the business and customer objectives.  The technology will be very diverse – from mainframe tech platforms through to micro services based in cloud environments. 

Each leader will also have responsibility to act as a Technology Liaison and single point of contact for one of the major divisions of the Consumer and Small Business Organization. These divisions are Branch Banking, Operations, Deposit Products, and Small Business.

Position Responsibilities:

These roles will be responsible for all technical elements of their specific Customer Journeys segment from end-to-end.  Primary responsibility will be direct ownership of the diverse technology stacks – regardless of traditional banking channel and may include:

  • Branch banking systems
  • ATM systems
  • Contact center systems
  • Digital systems and apps
  • Core banking systems
  • Business services systems (orchestration layers) 

Technical Leadership Details:

  • The transformation will cause a change in how we manage our technical assets.  Today, the teams are organized by groups of applications. An engineer is effectively assigned to one or more applications. Technology managers are arranged by groupings of applications.
  • In the target model, the team will be organized by the Customer Journey, meaning there will be engineers which have expertise in all the applications used by the Journey in scope.
  • The leader will need to organize the teams in such a way to optimize the Customer Journey outcomes and the speed at which we build functionality that can accomplish the target Objectives and Key Responsibilities for the Customer Journey.
  • The leader will need to develop methods for cross training engineers so they can contribute beyond their traditional application knowledge base.
  • The leader will need to be able to advise in detail the architecture choices to be made when building functionality.  Options may include:
    • Writing code that is merged with other code for deployment of a traditional monolith application
    • Creating a new service to consume existing APIs using a Data Driven Design where appropriate
    • Balancing the need for speed while avoiding tight coupling solutions and maintaining anti-corruption layers
  • The leader will need to develop feedback mechanisms that are data driven to provide insight to the teams on what can make them more efficient and what impedes their speed of delivery 

This new construct is very different from traditional technology roles in that it is not based on the premise of owning an 'application' per se.  Each Customer Journey family leader will have engineers who are able to write code for all of the applications required to deliver the Customer Journeys in scope.  This will require engineers that can write code for different applications.

Required Qualifications

  • 10+ years of software engineering experience
  • 8+ years of experience managing software development projects
  • 8+ years of experience with strategic planning in technology
  • 8+ years of leadership or management experience, in a technology environment

Desired Qualifications

  • A Masters degree or higher in computer science or engineering
  • 8+ years of experience with Agile practices
  • 5+ years of experience with systems architecture and design
  • 5+ years of experience with modern software engineering technologies and tool sets
  • 3+ years of managing a 100+ FTE engineering organization

Other Desired Qualifications

  • Significant experience successfully leading technology organization transformations
  • Comprehensive knowledge and understanding of strategic elements of financial, operational, technical and regulatory environments across a complex global services environment
  • Ability to articulate business strategy and operations; translating organizational strategies into clear objectives and business action
  • Demonstrated experience in building, leading, developing and retaining a team of managers, strong technical experts and high performing professionals in geographically disbursed environments
  • Experience in financial services industry
  • Ability to travel

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.

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