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Analytic Consultant 5 Phoenix, Arizona; Minneapolis, Minnesota; West Des Moines, Iowa; Chandler, ...

Wells Fargo San Antonio, TX
  • Expired: October 24, 2019. Applications are no longer accepted.
Job Description

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 Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions:  Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.

Our Enterprise Complaints Management Office (ECMO) focuses on customer feedback across Wells Fargo and strives for operational excellence in order to strengthen our customer-centric culture and optimize the customer experience. The Enterprise Complaints Data Analytics & Reporting (CDAR) group within the ECMO is comprised of a group of analytically skilled professionals tasked with the goal of analyzing data around customer interactions for the purpose of identifying opportunities and developing analytical models to improve the customer experience.

The Customer Complaints Analytics and Insights team  is looking for a highly motivated and results-driven individual to join a high performing team of professionals. The team is accountable for leading and delivering cross organizational data and analytics, as well as critical insight for business changes to improve the customer experience. The changes are of high priority, extreme complexity, high visibility both internal and external, and fast paced with time constraints.

Specifically this individual will have responsibility to:
Lead large-scale analytics projects in order to tell 'one story' about customer experience across multiple LOBs within Wells Fargo.
Execute root cause analysis to identify high impact systemic issues negatively affecting customer experience that are caused by opportunities to improve people, process and technology.
Leverage output from analytics teams across the enterprise to supplement individual analytical efforts to complete a comprehensive analysis and insight to customer pain points from the perspective of the enterprise customer.
Work with senior leaders and business partners to assess and define their analytical and reporting needs, and translate their requirements into insightful and actionable output.
Develop predictive analytics leveraging root cause to reduce complaints and improve customer experience
Identify opportunities to leverage customer complaint analytics to improve the customer experience.
Facilitate discussions between business partners to understand drivers and impacts to trends and data.
Compile/mine data from multiple sources to solve complex operational and/or strategic business problems as they arise, making the appropriate recommendations to maximize operational efficiency, quality and compliance while improving the customer experience.

Required Qualifications

  • 8+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 5+ years of experience in one or a combination of the following: reporting, analytics, or modeling

Desired Qualifications

  • Extensive knowledge and understanding of research and analysis
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
  • Demonstrated ability to leverage data visualizations to convey analytical insights efficiently and effectively
  • Knowledge and understanding of analytical methods used in statistics or predictive modeling (regression modeling, clustering, pattern recognition, graphics)
  • Ability to work/influence within a matrixed environment and build effective partnerships with team members at all levels of a business
  • Ability to exercise independent judgement and creative problem solving techniques.
  • Strategic thinker with perspective on desired insights/solutions for long term value.
  • Extensive knowledge and understanding of research and analysis
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written, and interpersonal communication skills
  • Extensive experience in gathering, analyzing and interpreting large datasets
  • Extensive experience successfully collaborating with others in a change driven environment
  • Knowledge and understanding of analytical methods used in: statistical analysis, modeling, and reporting
  • Experience with text mining or text analytics techniques and strategies
  • At least 5+ years of Python, SQL, SAS, R programming languages.
  • 5+ years of experience working with MS SQL, Teradata, Teradata Aster, Hadoop
  • Six Sigma experience

Job Expectations

  • Ability to travel up to 10% of the time


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.

Wells Fargo


San Antonio, TX