Job Title:Product Manager 3 (Senior User Researcher)Job ID Number:5269937-1Location:San Francisco,CAJob Description:Job Description 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.” With over 13,000 team members, Wells Fargo Virtual Channels (WFVC) serves Wells Fargo consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). Over 32 million customers use our digital channels to manage their financial lives. Our customer-facing contact centers provide service and solutions to customers by phone, email and letter 24 hours a day, 7 days a week with approximately 450 million customer contacts annually. WFVC’s vision is to pioneer the next generation of financial services and provide the best virtual experiences, anytime, anyhow, anywhere. At Wells Fargo Digital Customer Experience (CX), 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, Customer 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. 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 accuracyStrong presentation skillsAbility to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team membersExcellent verbal, written, and interpersonal communication skillsOutstanding problem solving and decision making skillsFinancial services experienceKnowledge and understanding of AgileVendor management experience Other Desired Qualifications Experience with a variety of research methods, including 1-on-1 interviews, card sorts, RITE, unmoderated remote/online, and field studies 5+ years focused experience in usability testing of digital web and mobile interfaces Experience with the user-centered design process including creating and/or using a variety of artifacts such as personas, scenarios, task flows, wireframes. Experience with success in conducting research with a wide variety of end users Experience with standard research tools including use of Morae/Camtasia software, audio/video set up, remote testing and observation tools , WebEx, Go To Meeting 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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