Wells Fargo Product Manager 3 - Senior User Researcher in San Francisco, California

At Wells Fargo, our vision is to satisfy all our customers’ financial needs and help them succeed financially. In this role, you will help us deliver on our vision and build lifelong relationships with our customers. You also will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. As part of a team that serves one in three American households, you will play a vital role in living our commitment to the highest ethical standards and maintaining the valued trust of our customers and communities.

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.

At Wells Fargo Digital Experience Design (DXD), we create simple, friendly digital experiences by being obsessed with what’s most important to our 20 million customers and incorporating their voices into every decision we make.

Wells Fargo has been around since 1852, but we’re not old-fashioned. In fact, Wells Fargo has always been on the forefront of digital innovation. We were one of the first banks to go online, and we’ve never stopped innovating. We are looking for a Senior User Researcher to join our team.

The User Research team uses a broad range of qualitative research techniques to infuse our products and services with our customers’ perspective. We are creative and flexible, and committed to including customers in our entire product development process via concept evaluation, usability testing, workshops, and informal and formal feedback sessions.

Why you’ll thrive here: You share our passion for customer experience and problem-solving. You play well with others but you aren’t afraid to stand up for what you think is right. You’re diplomatic and flexible, and you’ve got what it takes to influence others. You see the big picture, but you also find satisfaction in making every detail right.

You’re committed to understanding customer needs and advocating for the best experience. You listen more than you talk, and draw connections across projects and products. You have a proven track record of leveraging creative research methods to answer difficult questions and generate actionable insights.

As a Senior User Researcher you also:

  • Have an understanding of the user-centered design process, including personas, task analysis, task flows, interaction design, and content strategy

  • Understand what’s technically possible, and how business rules work with customer experience

  • Are organized and able to work on several projects at once

What you’ll be responsible for:

  • Collaborating with Product Managers, Digital Experience Designers, Content Strategists, and Producers to generate customer insights on digital experiences for online and mobile banking, financial education, product information, tools, and applications

  • Leading/managing research studies in collaboration with our trusted research vendors as well as directly conducting qualitative customer research

  • Communicating research findings to all levels of the organization and advocating for exceptional customer experiences

  • Working with project teams to understand business goals and identify customer needs

  • Partnering with product managers, project managers, developers, business analysts, legal/compliance, and more

Qualified applicants may be asked to electronically submit research/test plans, discussion guides, and findings reports, in addition there will also be a written assessment.

Location: San Francisco, CA; Charlotte, NC.

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. 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 and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.

Required Qualifications:

  • 5+ years of product management experience, product development experience, or a combination of both

Desired Qualifications:

  • Strong analytical skills with high attention to detail and accuracy

  • Financial services experience

  • Vendor management experience

  • Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members

  • Excellent verbal, written, and interpersonal communication skills

  • Knowledge and understanding of Agile

  • Outstanding problem solving and decision making skills

  • Strong presentation skills

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5356838&PostingSeq=1.

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.

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.