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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States · Hybrid
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Charlotte, North Carolina, United States · Hybrid
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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States · On-site
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Charlotte, North Carolina, United States • On-site
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The Lead Branch Experience Design Strategist will translate branch format strategy into actionable customer and employee experiences through journey mapping and service design. This role involves leading cross-functional teams to define future-state branch concepts that integrate physical, digital, and self-service interactions.
Candidates must have at least 5 years of experience in experience strategy, service design, or customer experience, along with a proven track record in journey mapping and design methodologies. A strong background in translating research and business objectives into design requirements is essential for this role.
Wells Fargo is seeking a Lead Branch Experience Design Strategist to translate branch format strategy into customer and employee experiences that are practical, scalable, and measurable. This individual contributor will lead the development of journey maps, service blueprints, experience architectures, and experience-zone requirements that define how future branch formats function and feel.
Working across Physical Design, Technology, Operations, Analytics, Customer Experience, and Test Kitchen teams, this role will transform customer insights, employee needs, business objectives, and operational requirements into actionable experience strategies and design frameworks. The successful candidate will leverage service design, human-centered design, and experience design methodologies to shape future-state branch concepts and ensure strategic priorities are translated into meaningful customer and employee experiences.
5+ years of experience in experience strategy, service design, customer experience, journey design, human-centered design, design consulting, retail strategy, or related disciplines.
5+ years of experience leading customer journey mapping, employee journey mapping, service blueprinting, experience architecture, or service design initiatives.
4+ years of experience translating customer research, employee insights, business objectives, or operational requirements into experience strategies, design requirements, or customer experience improvements.
3+ years of experience facilitating workshops, design sessions, journey mapping sessions, or stakeholder alignment activities.
3+ years of experience applying Design Thinking, Human-Centered Design, Service Design, Jobs-to-Be-Done, or similar customer-centered methodologies
Desired Qualifications:
Experience in financial services, retail banking, retail, hospitality, workplace strategy, or other customer-facing service environments.
Experience designing omnichannel customer experiences that integrate physical, digital, assisted, and self-service interactions.
Experience supporting pilots, prototypes, test-and-learn programs, innovation labs, or experience experimentation initiatives.
Advanced degree in Service Design, Human-Centered Design, Customer Experience, Psychology, Business, Strategy, Organizational Design, or a related field.
Experience translating customer experience strategies into physical environments, operational processes, technology capabilities, or service delivery models.
Ability to travel up to 30%
This position is not eligible for Visa sponsorship.
1525 W W.T. Harris Blvd, Charlotte, NC 28262
Posting End Date:
11 Sep 2026*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $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 more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. Relevant military experience is considered for veterans and transitioning service men and women. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.© 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
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