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Wells Fargo Manager, User Support and Experience: Asset Creation and Delivery, BSCM3 in West Des Moines, Iowa

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. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The mission of Marketing is to build the best possible brand, experiences, and engagement with our customers and stakeholders that reflect our commitment to our customers and their needs and to driving key business and stakeholder outcomes. In support of this mission, Marketing is responsible for developing integrated marketing strategies across Wells Fargo’s business lines and geographies; leading brand strategy; leveraging deep insights and analytics about consumers and businesses; executing customer messaging across all channels and touchpoints; and building out capabilities that move toward real-time, always-on, personalized and compelling messaging and digital experiences.

Reporting to the Marketing Platform Administration and User Experience Leader, this manager will build a team of specialists focused on delivering user support, driving adoption, and representing the voice of the user for the Marketing on Demand (MOD) and Digital Asset Management (DAM) technology platforms. The manager will lead a team and work closely with partners to onboard users, address/solve problems, consult on platform features/functions, maintain libraries, train and drive adoption of features, functions and new processes, and proactively represent and drive a focus on the cross-platform user experience with the Capabilities team. This role will span across two key marketing capabilities: Digital Asset Management (EDAM) and Marketing on Demand (MOD). Support for other tools such as Bankers Material Guide will fall into this team’s purview.

Key responsibilities of this BSCM3 manager role:

  • Work with the Platform Administration and User Experience Leader to develop and drive the go-forward strategy for a small, but high performing team of specialists for platforms supporting Marketing’s asset creation and delivery.

  • Develop and continue to refine the user support model in collaboration with internal business partners and the vendors, and actively participate in supporting users of an Enterprise function.

  • Ensure that enterprise-wide solutions are fully enabled as new groups migrate on to the platform inclusive of aligning roles and privileges based on access requests; user onboarding and training.

  • Establish and manage the key support functions for Agency, Marketing, and other partners, inclusive of librarian and template management, supporting adherence to process, driving adoption, providing advanced help to address issues raised by tool users and identifying best practices that should be adopted to enhance user experience.

  • Lead feedback forums to support user adoption, inform user based (UX) strategy development and a develop a queue of ideas and requests

  • Collaborate on the design and development for the platforms and bring an expert perspective on enhancements and modifications needed to deliver business functionality, reduce adoption barriers, provide new features/functionality and cross-platform integrations to better enable users

  • Play a significant role with User Acceptance Testing (UAT)

  • Work with partners to define and deliver requirements for operational and process adherence tracking/reporting

  • Proactively identify opportunities to support a continuous improvement approach with focus on operational controls and risk management

  • Develop and deliver training/communications

  • Develop relationship with Vendor partners, and co-lead QBR function with Capabilities team

Additional responsibilities include but are not limited to the following:

  • Refine and sustain a team and infrastructure that will scale to support a mix of marketing technologies that will be used by a diverse mix of users across Well Fargo.

  • Act as a liaison between users, platform admin, and technical teams by planning, conducting, and directing the analysis of highly complex business problems to be solved with automated systems.

  • Work with user groups to provide training, resolve questions, assess user needs, and recommend changes.

  • Provide direction and guidance to staff.

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.

  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications:

  • 10+ years of information technology experience

  • 5+ years of management experience in a technology environment

Desired Qualifications:

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to interact with all levels of an organization

  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills

  • Ability to travel up to 25% of the time

Job Expectations:

  • Ability to travel up to 25% of the time

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5519903&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.

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