E-Business Manager 3 - Insights Empathy Manager

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The Insights & Empathy Manager will report to the User-Centered Design (UCD) &

Innovation Manager within the Independent Brokerage & Platform Services (IBPS)

group at Wells Fargo Advisors and oversee research and understanding functions

for Field (e.g. Financial Advisors), Team Member (Middle/Back/Home office), and

Client research needs.

The candidate selected will have direct reports and have associated leadership

responsibilities such as team member development, work assignments, performance

reviews, etc. In addition, the chosen individual will be responsible for

contractor selection and have responsibility for posting, hiring, onboarding

and ensuring contract resources drive to results and meeting service level


The Insights & Empathy Manager will successfully execute the following


* Manage and maintain Wells Fargo Advisors Ambassador Program and

partner with other groups for participant recruiting needs

* Oversee and maintain the remote unmoderated research tool set

* Collaborate with various stakeholders to identify tactical and strategic

user research opportunities across the firm

* Maintain timelines and deadlines for user research projects for the

Field, Home Office, and Client research needs

* Prioritize and balance research efforts across the team based on firm


* Ensure researchers on the team are equipped for success and have a strong

working relationship with designers, prototypers, and other stakeholders

* Coach the team on a variety of research methods, both broad (e.g., focus

groups, observational ethnography, open ended interviews, etc.) and

narrow (e.g., concept tests, surveys, card sorts, usability tests, etc.)

* Foster an environment of curiosity and questioning on behalf of end-user


* Oversee critical alignment artifacts and stakeholder workshops

* Facilitate meetings that require strong negotiation measures while

maintaining strong relationships

* Ensure the team remains current with research industry methodologies

* Manage any external vendor engagements for research projects

* Prepare quarterly reports which highlight the work done in the research

space as well as the breakdown of participants

* Maintain policies and procedures

* Assess the current state of the UI governance process and help shape the

future direction for this work

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


* 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.


* 3+ years of management experience

* 5+ years of user research experience

* 8+ years of e-business experience


* Investment industry experience

* Highly refined and professional verbal and written communications

* Program and project management skills

* Strong analytical skills with high attention to detail and accuracy

* Strong organizational, multi-tasking, and prioritizing skills

* Experience with user centered design principles

* Experience using Design Thinking methods to develop business solutions


* Experience working and/or managing in an Agile environment

* Experience with Design Thinking techniques (e.g., LUMA)

* Knowledge and understanding of the investment industry

* Ability to be proactive, innovative and creative in meeting customer and

enterprise needs

* Experience driving and leading organizational change in a dynamic


* Ability to influence executive decision-making and successfully negotiate

critical issue resolution related to program initiatives

* Experience preparing research reports and actionable findings

* Ability to effectively manage remote (i.e., geographically dispersed)

relationships with UCD & Innovation partners & direct reports

* Understanding of, or experience with, interaction and/or visual design

* Understanding of Wells Fargo Advisors sales channels

* Experience working in large, corporate work environments

Street Address

MO-Saint Louis1 N Jefferson Ave - Saint Louis, MO

NC-Charlotte401 S Tryon St - Charlotte, NC


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.

Reference Number

  • 1
  • Negotiable
  • None
  • None
  • Re-136027
  • Permanent
  • 2

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