Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when 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.
Wells Fargo Technology is a team of more than 40,000 information technology and security professionals who help keep Wells Fargo at the forefront of America's diversified financial services companies. Employees execute an engineering-led IT strategy to deliver stable, secure, scalable and innovative services that provide Wells Fargo global customers 'round-the-clock' banking access through in-store, online, ATM, and other channels. Wells Fargo Technology plays a critical role in the company's customer and employee experience, business and risk management transformation, and growth agenda.
The Digital Technology and Innovation group supports the Corporate Strategy, Digital Platform & Innovation Business. Together they work closely to continue evolving Wells Fargo's digital platforms and enhance integration of the innovation pipeline into our customer-facing capabilities.
This position will support many Development and Platform Teams Glassbox application. Digital Technology builds and supports the online and mobile banking apps that 30 million external customers use to bank with Wells Fargo every day. The positions is critical in ensuring that systems are appropriately instrumented and monitored, ensuing customer satisfaction. The ideal candidate will be self-motivated with a broad knowledge of technology, should be comfortable working for a dynamic technical organization with a rapidly expanding customer base, ideally would possess strong presentation skills and be able to communicate clearly and professionally to emails, and when submitting reports and needs to be organized and analytical, and be able to eliminate any obstacles using creative and adaptive approaches.
Duties of the position will include:
Design, support and maintain Glassbox application environment in a highly available, redundant, geographically dispersed environment
Create, support and update Customer Experience Management - Reports and Funnels for Business and Product Teams
Design and maintain Attributes, Events and Alerts for Platform Support Group Team and Business Teams
Facilitate training and on-boarding of new Glassbox Users, Perform User Administration
Perform Glassbox deployment, configuration and troubleshooting across a variety of platforms
Perform POC, A/B Testing, comparison and matching report from different Monitoring applications – Glassbox, Tealeaf, Splunk, AppDynamics
Maintain Glassbox systems internal documentation and training materials
On-board and Perform validation of new applications and URLs to Glassbox monitoring system
Monitor Glassbox application/server logs to identify and resolve existing or potential issues
Monitor the Glassbox infrastructure for capacity planning and optimization
Troubleshoot technical issues to determine root cause and resolve or implement workaround as necessary
Reproduce customer issues, feature requests, file bug reports and escalate cases to Glassbox support as necessary
Selected candidate will be required to work within the following Wells Fargo location: 333 Market St, San Francisco, CA 94104. Relocation assistance is not available for this position.
7+ years of software engineering experience
7 + years of experience in one or a combination of the following: digital customer experience, digital product or program management, digital platforms or digital consulting
7+ years of experience creating executive level dashboards, analytics, and reports using advanced visualization tools
7 + years of experience in architecture, development, implementation or support of client onboarding systems in a financial services environment
An industry-standard technology certification
Strong verbal, written, and interpersonal communication skills
Experience with Tealeaf customer experience management system
A Master's degree or higher
Experience in Customer Experience Roadmap principles
8+ years of end-to-end customer experience program management experience
Ability to manage complex data and reporting projects requiring coordination of resources at different levels both internally and externally
Other Desired Qualifications
Experience managing network tap appliance like Gigamon or Apcon
Experience monitoring and reporting on extremely high volume applications using very large datasets
CA-SF-Financial District: 333 Market St - San Francisco, CA
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.
Internal Number: 5552465
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo