Digital Servicing & Relationship Support Director

Job description

About this role: Wells Fargo is seeking a Digital Servicing & Relationship Support Director to lead Digital Servicing & Relationship Support for Business Banking. This leader will own the cross-product digital servicing strategy, integrated roadmap, and client experience, enabling businesses to manage and maintain their banking relationships through intuitive, connected, and increasingly self-service experiences. The role will lead digital self-service, assisted servicing, issue resolution, relationship support, user access and permissions, business administration, and servicing automation across Deposits, Lending, Merchant & Card, and Treasury & Payments. The Director will orchestrate consistent 360-degree client journeys across digital, banker-assisted, contact-center, and operations-supported channels. Business Banking will lead servicing strategy, policy, priorities, and business outcomes. Business Banking Digital will own the digital servicing strategy, roadmap, experience, prioritization, adoption, and value attainment. Operations will own execution and partner closely with BBD on ideation, friction identification, solution development, and implementation. Technology will enable architecture, engineering, integration, quality, resilience, and delivery. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: • Lead and develop teams responsible for cross-product digital servicing, relationship support, business administration, and servicing transformation across Business Banking. • Define and execute the digital servicing strategy, vision, integrated roadmap, and investment priorities across Deposits, Lending, Merchant & Card, and Treasury & Payments. • Own cross-product digital servicing journeys, including self-service, assisted servicing, issue resolution, relationship support, user access and permissions, business administration, and servicing automation. • Orchestrate consistent 360-degree client journeys across digital, banker-assisted, contact-center, and operations-supported channels, increasing adoption, reducing effort, and improving successful completion. • Lead the digital strategy for user access, persona-based permissions, delegated authority, approval structures, account visibility, profile maintenance, and business administration. • Advance servicing automation and workflow modernization, including straight-through processing, intelligent routing, guided experiences, exception management, and AI-enabled capabilities. • Partner closely with Operations on ideation and execution by identifying client, banker, and operational friction and translating opportunities into prioritized roadmap initiatives and measurable improvements. • Own cross-product issue-resolution journeys, ensuring clients can submit, manage, track, and resolve servicing needs through connected, transparent experiences while operational teams retain execution accountability. • Drive proactive relationship support through alerts, guidance, education, contextual assistance, servicing communications, and seamless escalation from self-service to assisted support. • Partner with Business Banking, Operations, Technology, Design, Risk, Compliance, Legal, Fraud, Cybersecurity, Data & Analytics, and product teams to deliver scalable, secure, resilient, and well-controlled solutions. • Use client feedback, operational insights, performance metrics, market trends, and competitive intelligence to prioritize enhancements, develop investment recommendations, and measure adoption, efficiency, retention, and value attainment. • Lead governance, launch readiness, executive reporting, resource management, and talent development while fostering client focus, accountability, innovation, collaboration, disciplined execution, and effective risk management. Required Qualifications: • 10+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, or education. • 4+ years of management or leadership experience. Desired Qualifications: • Experience leading digital servicing, relationship support, business administration, self-service, service operations, or other cross-product financial-services experiences. • Demonstrated success defining an enterprise or business-line product strategy and translating it into integrated roadmaps, investment priorities, delivery plans, adoption strategies, and measurable outcomes. • Experience leading complex client journeys across digital self-service, banker-assisted channels, contact centers, operations, workflow, and issue resolution. • Experience in operations, technology, or a role requiring close partnership with operational and technical teams to design and deliver digital solutions. • Strong understanding of user access and permissions, role-based administration, personas, delegated authority, approval structures, authentication, and related control considerations. • Experience advancing servicing automation, workflow modernization, straight-through processing, intelligent routing, exception management, or AI-enabled servicing capabilities. • Demonstrated ability to reduce client effort, improve digital adoption, increase banker or operations productivity, and lower cost to serve while maintaining effective risk and control performance. • Experience partnering across Business Banking, Technology, Operations, Risk, Compliance, Legal, Fraud, Cybersecurity, Design, Data & Analytics, and product teams in a regulated environment. • Demonstrated ability to use client feedback, operational insights, behavioral data, performance metrics, and competitive intelligence to guide strategy and prioritization. • Strong executive influence, product judgment, strategic thinking, communication, organizational-change, talent-management, and resource-planning capabilities. • Ability to lead through ambiguity while balancing client value, business pri