Design Research & Strategy Specialist

About this role:

Wells Fargo is seeking a Design Research Strategy Specialist. This role will be part of a central team that supports the consultation, implementation, and sustainment of Customer Experience (CX) and Net Promoter Score (NPS) survey programs for Wells Fargo customers and employees. The role will be responsible for collaborating with the Customer Experience team and business partners to translate business needs into meaningful survey, reporting, dashboard, and testing requirements. Responsibilities include supporting consultation and implementation activities, managing survey access requests, ensuring quality delivery, and contributing to continuous process improvements. A combination of business acumen, technical expertise, and customer experience knowledge is essential. Prior experience with CX survey platforms, Agile methodologies, and JIRA is preferred. This role will report to the Customer Experience Leader.

In this role, you will:

• Partner with Customer Experience teams and business stakeholders to understand and translate survey requirements into effective solutions.
• Support the design, implementation, and maintenance of customer and employee experience surveys across CX and NPS programs.
• Develop and document business requirements for surveys, reporting, dashboards, and testing activities.
• Coordinate survey implementation activities, including configuration, access management, validation, and production readiness.
• Research and identify opportunities to enhance customer and employee experience measurement programs.
• Support quality assurance, testing, and issue resolution to ensure accurate survey deployment and reporting.
• Collaborate with internal teams to implement approved experience measurement strategies and process improvements.
• Ensure adherence to governance standards, quality expectations, and established best practices.
• Contribute to continuous improvement initiatives that enhance operational efficiency and stakeholder experience.
• Collaborate and consult with cross-functional teams, including Customer Experience, Technology, Analytics, and Operations partners.
• Mentor less experienced team members and share best practices across the team.

Required Qualifications:

• 2+ years of Website or Application Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of experience in Customer Experience, Survey Operations, Business Analysis, Project Coordination, Product Support.
• 2+ years of experience in Project Management, Requirements Gathering, and QA Testing.
• 1+ years of experience working with Medallia and/or Qualtrics platforms.

Desired Qualifications:

• Experience supporting the design, implementation, and management of customer or employee satisfaction surveys.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to work independently and manage multiple priorities effectively.
• Experience ensuring work conforms to established standards, governance requirements, and best practices.
• Proven ability to deliver work on time and within agreed-upon scope, risk, and quality parameters.
• Experience working in Agile environments and using JIRA.
• Knowledge of data visualization and reporting tools such as Power BI and Tableau.
• Strong stakeholder management, communication, and collaboration skills.
• Hands-on ability to leverage AI and automation tools to simplify processes, reduce manual effort, and improve operational efficiency.
• Demonstrates adaptability, continuous learning, and the ability to explore emerging technologies and translate them into practical business improvements.
• Ability to leverage AI platforms (e.g., Microsoft Copilot, GitHub Copilot, Tachyon, and Agentspace) for routine tasks such as summarizing information, drafting content, and analyzing data while maintaining appropriate human oversight.
• Ability to interpret AI-generated outputs, validate insights, and make informed business decisions.
• Awareness of ethical considerations, data privacy requirements, and compliance standards when using AI solutions.
• Demonstrated commitment to continuous upskilling and staying current with emerging technologies and industry trends.