Senior Lead Business Execution Consultant - Branch Customer Intelligence & Insights Lead
Wells Fargo · Charlotte, United States · 1d ago
About this role:
Wells Fargo is seeking a Senior Lead Business Execution Consultant to serve as the Branch Customer Intelligence & Insights subject-matter expert within Branch Channel Management.
This role serves as the primary research and insights partner supporting the future evolution of branch formats across the network. The individual will identify emerging customer behaviors, forecast long-term shifts in branch usage, analyze customer interaction patterns, and translate customer and employee insights into recommendations regarding branch formats, space allocation, staffing models, service delivery, and experience design.
The ideal candidate combines deep expertise in customer analytics, market research, forecasting, strategic planning, and executive storytelling. This role will help senior leaders understand how customer behavior is expected to evolve over the next 5 to 10 years and what those changes mean for the future design and operation of the branch network. Through customer intelligence, behavioral modeling, and market insights, the consultant will influence strategic decisions impacting branch investments, staffing, technology deployment, customer engagement, and network transformation.
In this role, you will:
- Serve as the branch customer intelligence and insights subject-matter expert within Branch Channel Management.
- Influence branch network strategy through data-driven insights and long-term customer forecasting.
- Partner with cross-functional teams and executive leaders to shape future branch experiences, formats, and service delivery models.
- Deliver clear, actionable recommendations that support strategic investment and operational decisions across the branch network.
- Lead research initiatives to understand evolving customer needs, behaviors, and branch interaction patterns.
- Develop long-term forecasts of branch customer activity, including teller transactions, banker interactions, self-service adoption, digital migration, and advisory engagement.
- Quantify the impact of technology, automation, artificial intelligence, and changing customer expectations on branch service models and utilization.
- Build behavioral models that estimate future customer interaction volumes, staffing needs, banker capacity, service demand, and branch utilization.
- Develop and maintain customer segmentation, archetype, and behavioral intelligence frameworks that support branch network strategy.
- Analyze customer, transactional, demographic, household, market, and competitive datasets to identify emerging trends and opportunities.
- Evaluate customer behaviors across markets, branch formats, wealth segments, and interaction channels.
- Lead analysis of customer and employee feedback, survey results, complaints, open-text responses, and research findings.
- Translate complex analysis into executive-ready recommendations, scenarios, insights, and business cases.
- Identify customer behavior trends that should influence branch investments, staffing strategies, technology deployment, and format decisions.
- Support future-state branch strategy through evidence-based assumptions about customer engagement models, branch sizing, and network evolution.
- Develop customer intelligence tools, dashboards, research repositories, and scalable insight capabilities.
Required Qualifications:
- 7+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 5+ years of experience analyzing complex customer, behavioral, operational, and market datasets and synthesizing qualitative and quantitative findings.
- 5+ years of experience developing strategic recommendations, forecasts, or business cases that support senior-level decisions.
- 5+ years of experience leading cross-functional initiatives involving analytics, strategy, customer experience, research, or business transformation.
- 5+ years of experience applying problem-solving, facilitation, executive communication, and storytelling skills to influence business decisions and drive outcomes.
Desired Qualifications:
- Experience forecasting customer behavior, transaction trends, channel migration, service demand, workforce capacity, or branch usage patterns.
- Experience developing customer segmentation, archetype, persona, or behavioral intelligence frameworks.
- Experience with Voice of Customer programs, survey analytics, open-text analysis, ethnographic research, or mixed-method research approaches.
- Experience with customer journey mapping, service design, human-centered design, or experience measurement methodologies.
- Knowledge of retail banking, branch operations, branch network strategy, customer engagement models, or location intelligence.
- Experience with product ownership, including roadmap development, requirements gathering, prioritization, adoption, and performance measurement.
- Experience utilizing analytical and visualization tools such as SQL, Python, SAS, Power BI, Tableau, GIS, or comparable technologies.
- Ability to simplify complex findings and present concise, persuasive recommendations to executive leadership.
Job Expectations:
- Ability to work a hybrid schedule in accordance with Wells Fargo's hybrid work policy (3 days in office)
- This position is not eligible for Visa sponsorship. Applicants must be authorized to work in the United States without current or future sponsorship requirements
Locations:
- 1525 W. W.T. Harris Blvd, Charlotte, NC 28262
Posting End Date:
8 Oct 2026*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.
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To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
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b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.