Business Card - Account Management Strategy & Execution

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Business Card - Account Management Strategy & Execution

senior · Retail & Commercial Banking

About this role

We are seeking a Senior Lead Business Execution Consultant within the Business Credit Card organization to deliver account management and servicing strategy across the customer lifecycle. This role is accountable for translating business priorities into executable strategies, business cases, partner alignment, delivery roadmaps, readiness plans, and measurable operating outcomes across assisted and digital servicing channels.

The leader will operate as a business strategy and execution owner, connecting customer experience, business performance, risk, compliance, operations, product, technology, analytics, legal, and frontline servicing partners. The role supports agile product teams during discovery, refinement, and delivery; however, the primary accountability is to define the business strategy, shape decisions, drive cross-functional alignment, and ensure delivered capabilities are operationally ready, compliant, measurable, and scalable.

This role is critical to enabling responsible growth and superior customer experiences within Business Credit Card. As a Senior Lead Business Execution Consultant, you will ensure that strategy is converted into shippable, compliant, and scalable capabilities that balance customer value, business performance, and risk stewardship across the full account lifecycle.

Key Responsibilities

• Own the strategy, roadmap, and business execution for Business Credit Card account management, servicing, and customer support capabilities across assisted and digital channels.
• Shape and prioritize capabilities supporting servicing, card management, payments, disputes, customer communications, alerts, autopay, and authorization capabilities.
• Translate customer needs, operational requirements, risk considerations, and leadership priorities into business strategies, requirements, sequencing decisions, and measurable outcomes.
• Provide business ownership and subject matter expertise for servicing platforms, partnering across Product, Technology, Operations, Risk, Compliance, Legal, Marketing, Analytics, and Customer Service to deliver customer-focused solutions.
• Develop business cases and executive recommendations that clearly articulate customer impact, business value, operational considerations, dependencies, risks, and tradeoffs.
• Drive improvements in customer experience, banker effectiveness, operational performance, risk discipline, reporting visibility, and digital adoption through scalable self-service capabilities.
• Use customer feedback, operational metrics, service insights, and performance data to prioritize investments, evaluate outcomes, and drive continuous improvement.
• Senior-level individual contributor with significant matrix leadership responsibilities; may lead virtual teams, working groups, steering discussions, and vendor or partner engagements.
• Own outcomes, not only deliverables: define the strategy, align stakeholders, drive decisions, support delivery, manage readiness, measure impact, and adjust based on results.
• Establish clear operating routines for roadmap review, initiative prioritization, business readiness, partner communications, and post-launch performance monitoring.
• Ensure end-to-end launch readiness, including process, procedures, controls, reporting, training/communications, monitoring, and success criteria.
• Adhere to enterprise risk and control standards; maintain evidence of control design, operationalization, and partner engagement through governance, audit, RCSA, and examination activities.
• Lead stakeholder alignment and decision-making in complex environments, ensuring solutions meet customer, business, regulatory, compliance, and operational requirements while supporting the broader servicing journey.

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

Desired qualifications

• Proven experience leading enterprise-scale account management, servicing, or customer experience strategies with measurable business, customer, or operational impact.
• Strong strategic thinking, structured problem solving, analytical rigor, and executive-level communication skills.
• Demonstrated ability to convert ambiguity into clear strategies, business cases, roadmaps, requirements, decision points, and execution plans.
• Experience operating in highly matrixed, regulated environments and influencing partners across business, product, technology, operations, risk, legal, compliance, analytics, and frontline teams.
• Working understanding of agile delivery practices and product/technology partnership; ability to support agile teams through discovery and delivery while maintaining business ownership of strategy, requirements, readiness, and outcomes.
• Financial services experience preferred; Business Credit Card, card servicing, account management, customer service transformation, or regulated servicing operations experience strongly preferred.

Job expectations

• Ability to travel up to 20% of the time.
• Hybrid work schedule. Must be able to work from one of the approved jobs posting locations three (3) days in office & two (2) days remote.
• This position is not eligible for Visa sponsorship.
• Relocation assistance is not available for this position.

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

*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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.