Lead Branch Experience Design Strategist

📍 Job Overview

Job Title: Lead Branch Experience Design Strategist

Company: Wells Fargo

Location: Charlotte, NC, United States

Job Type: Full time

Category: Customer Experience Design & Strategy

Date Posted: 2026-09-28

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Spearhead the translation of branch format strategy into tangible customer and employee experiences through advanced service design methodologies.

• Lead the creation of critical design artifacts including customer/employee journey maps, service blueprints, and comprehensive experience architectures.

• Synthesize diverse inputs—customer insights, employee feedback, business objectives, and operational constraints—into actionable experience strategies and robust design frameworks.

• Define the functional and emotional aspects of future branch experience zones, ensuring alignment with strategic priorities and a human-centered approach.

• Drive innovation in branch concepts by conceptualizing future-state experiences that seamlessly integrate physical, digital, assisted, and self-service interactions.

📝 Enhancement Note: While the title "Lead Branch Experience Design Strategist" might not immediately fall under traditional "Revenue Operations" or "Sales Operations," the core responsibilities—translating strategy into actionable plans, defining processes (service blueprints), managing cross-functional inputs, and focusing on measurable outcomes (customer/employee experience)—are highly relevant to the operational and strategic planning aspects of GTM operations. This role requires a strong understanding of operationalizing customer-centric strategies within a complex, physical retail environment, making it akin to designing the operational framework for customer engagement.

📈 Primary Responsibilities

• Partner closely with the Senior Lead Branch Formats & Experience leader to translate the 5- to 10-year branch vision into concrete experience design strategies.

• Lead the end-to-end development of customer and employee journey maps, service blueprints, experience architectures, and guiding experience principles for current and future branch formats.

• Translate strategic customer insights, defined customer archetypes, behavioral research, employee feedback, and overarching business priorities into detailed experience requirements and critical design criteria.

• Clearly define the intended purpose, key interactions, expected behaviors, pivotal moments, necessary capabilities, and desired outcomes for each designated branch experience zone.

• Conceptualize and articulate future-state experiences that encompass a holistic view of the customer journey across physical spaces, digital platforms, assisted channels, self-service options, and advisory interactions.

• Proactively identify friction points, unmet customer and employee needs, and significant experience improvement opportunities across priority journeys, proposing practical and innovative design responses.

• Facilitate impactful workshops focused on journey mapping, service design, concept development, and cross-functional alignment to ensure buy-in and shared understanding.

• Collaborate with Physical Design teams to ensure that the intended experience vision is accurately reflected in all aspects of the physical environment, including layouts, environmental standards, furnishings, signage, privacy considerations, and wayfinding.

• Synthesize both qualitative and quantitative research findings into clear, actionable insights, design implications, compelling executive narratives, and strategic recommendations.

• Continuously monitor and integrate emerging trends in service design, retail, hospitality, workplace strategy, accessibility, technology, and evolving customer behavior to inform and enhance experience strategy.

• Effectively manage multiple concurrent experience-design workstreams and exert influence over cross-functional partners, even without direct reporting authority, to achieve strategic objectives.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking and tactical execution, common in senior operational roles. The emphasis on translating strategy into actionable plans, defining operational processes (service blueprints), and managing cross-functional inputs aligns closely with the operationalization of GTM strategies. The need to synthesize qualitative and quantitative data for executive narratives is a key skill for operations professionals seeking to influence business decisions.

🎓 Skills & Qualifications

Education:

• Postgraduate degree (e.g., Master's, MBA, or equivalent advanced degree) in Service Design, Human-Centered Design, Customer Experience, Psychology, Business, Strategy, Organizational Design, or a closely related field is desired. Experience:

• A minimum of 5+ years of experience in product, user experience, or content design, or equivalent demonstrated through work experience, training, or military experience.

• 5+ years of dedicated experience in experience strategy, service design, customer experience, journey design, human-centered design, design consulting, retail strategy, or related disciplines.

• 5+ years of proven experience leading customer journey mapping, employee journey mapping, service blueprinting, experience architecture, or comprehensive service design initiatives.

• 4+ years of experience successfully translating customer research, employee insights, business objectives, or operational requirements into tangible experience strategies, detailed design requirements, or measurable customer experience improvements.

• 3+ years of experience in facilitating workshops, design sessions, journey mapping activities, or critical stakeholder alignment processes.

• 3+ years of experience applying established customer-centered methodologies such as Design Thinking, Human-Centered Design, Service Design, or Jobs-to-Be-Done. Required Skills:

• Experience Strategy: Proven ability to develop and articulate comprehensive strategies for customer and employee experiences.

• Service Design: Deep understanding and practical application of service design principles and methodologies to optimize service delivery.

• Customer Journey Mapping: Expertise in creating detailed maps that visualize customer interactions and identify key touchpoints and pain points.

• Human-Centered Design: Commitment to designing solutions from the perspective of the end-user, ensuring empathy and usability.

• Design Thinking: Proficient in applying the iterative process of empathizing, defining, ideating, prototyping, and testing.

• Service Blueprinting: Skill in developing detailed operational diagrams that illustrate service processes, customer actions, employee actions, and supporting systems.

• Experience Architecture: Ability to structure and organize complex experience ecosystems to ensure coherence and effectiveness.

• Stakeholder Alignment: Demonstrated ability to bring diverse groups together, manage expectations, and build consensus towards common goals.

• Design Consulting: Experience in advising and guiding internal teams or external partners on design strategy and implementation.

• Retail Strategy: Understanding of retail environments, customer behaviors, and strategic approaches within the retail sector.

Preferred Skills:

• Experience in financial services, retail banking, retail, hospitality, workplace strategy, or other customer-facing service environments.

• Experience designing omnichannel customer experiences that seamlessly integrate physical, digital, assisted, and self-service interactions.

• Experience supporting pilots, prototypes, test-and-learn programs, innovation labs, or experience experimentation initiatives.

• Experience translating customer experience strategies into physical environments, operational processes, technology capabilities, or effective service delivery models.

📝 Enhancement Note: The "Required Skills" section has been expanded to align with operations terminology. "Experience Strategy," "Service Design," "Customer Journey Mapping," and "Human-Centered Design" are directly relevant to operationalizing customer-facing initiatives. "Service Blueprinting" and "Experience Architecture" are critical for defining operational processes and workflows. "Stakeholder Alignment" and "Design Consulting" are key for GTM operations professionals who often bridge gaps between departments. The "Desired Qualifications" are relevant for understanding the context of a large financial institution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing successful application of experience design principles in real-world scenarios, with a focus on measurable outcomes.

• Detailed case studies demonstrating the process of translating strategic objectives into actionable experience designs, including problem definition, user research, ideation, prototyping, and implementation.

• Examples of developed journey maps and service blueprints that illustrate complex customer or employee interactions and highlight process improvements.

• Documentation of how design solutions were integrated with operational processes, technology capabilities, or physical environments to achieve desired business results.

• Evidence of ability to synthesize qualitative and quantitative data to inform design decisions and demonstrate impact. Process Documentation:

• Showcase documentation of the end-to-end design process, from initial strategy formulation through to final implementation and iteration.

• Include examples of how user research, customer insights, and operational constraints were documented and integrated into the design process.

• Provide examples of how design outputs (e.g., journey maps, blueprints) were used to inform operational planning, technology roadmaps, and physical space design.

• Demonstrate experience in creating clear, concise documentation that facilitates understanding and buy-in from diverse cross-functional teams, including operations and technology.

📝 Enhancement Note: This section is tailored to emphasize the operational aspects of a design strategist role. The "Portfolio Essentials" focus on tangible outputs like journey maps and service blueprints, which are direct representations of operational processes. The "Process Documentation" section highlights the need to show how design thinking integrates with business operations, a critical skill for any GTM or revenue operations professional.

💵 Compensation & Benefits

Salary Range:

• Given the "Lead" title, the experience level (5-10 years), and the location in Charlotte, NC, a competitive salary range for this role is estimated to be between $120,000 and $170,000 annually. This estimate is based on industry benchmarks for senior experience design and strategy roles within large financial institutions in major metropolitan areas, considering the cost of living and demand for specialized skills. Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off (PTO), including vacation, sick leave, and holidays.

• 401(k) retirement plan with company match and potential profit sharing.

• Employee Stock Purchase Plan (ESPP).

• Life insurance and disability coverage.

• Professional development opportunities, including training, conferences, and tuition reimbursement.

• Employee assistance program (EAP) for mental health and well-being support.

• Potential for performance-based bonuses and incentives.

• Access to Wells Fargo's extensive internal resources and employee networks. Working Hours:

• Standard full-time work schedule, typically around 40 hours per week.

• While the role is primarily on-site, flexibility may be available based on team needs and project demands, subject to management approval.

• Occasional travel (up to 30%) may be required for site visits, workshops, or team meetings.

📝 Enhancement Note: The salary range is an estimation based on the provided location, experience level, and job title, drawing from common compensation data for similar roles in the US financial sector. The benefits listed are typical for large corporations like Wells Fargo and are framed to appeal to professionals seeking stability and comprehensive support. The working hours and travel requirements are derived directly from the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Retail Banking)

Company Size: Wells Fargo is a massive global financial services company, employing over 200,000 individuals. This scale means operations professionals can expect robust processes, extensive resources, and opportunities to impact a broad customer base. For this role, it implies a structured environment with significant cross-functional dependencies and a focus on compliance and risk management alongside customer experience.

Founded: 1852, providing a long history and established presence in the financial industry. This deep heritage suggests a culture that values stability, tradition, and long-term relationships, while also undergoing significant modernization efforts.

Team Structure:

• This role likely sits within a dedicated Branch Experience or Customer Experience strategy team, potentially part of a larger GTM or Operations division.

• The team is expected to be composed of strategists, designers, researchers, and analysts focused on optimizing the physical branch and its integrated digital/assisted touchpoints.

• Reporting structure likely involves a Senior Lead or Director who oversees branch format strategy and experience design, with this role acting as a key individual contributor or team lead for specific initiatives.

• Cross-functional collaboration is paramount, involving close partnerships with Physical Design, Technology, Operations, Marketing, Analytics, and frontline branch staff. Methodology:

• Data Analysis & Insights: Heavy reliance on customer feedback, operational data, behavioral analytics, and market research to inform strategy and design decisions.

• Workflow Planning & Optimization: Development and refinement of service blueprints and customer journeys to streamline processes and enhance efficiency.

• Automation & Efficiency: Exploration of how technology and process improvements can automate tasks, reduce friction, and improve both customer and employee experiences within the branch context.

Company Website: https://www.wellsfargo.com/

📝 Enhancement Note: The company context highlights the operational complexities of a large financial institution. The emphasis on "compliance-driven culture" and "risk mitigating" is critical for operations professionals to understand, as it shapes how strategies are implemented and measured. The "Methodology" section draws parallels to typical operations functions focused on process improvement and efficiency.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" individual contributor role, signifying a senior position requiring significant expertise and autonomy. It sits above junior or mid-level strategists and designers, focusing on translating high-level strategy into detailed experience frameworks and guiding complex projects. The scope involves influencing strategic direction for branch formats and customer interactions.

Reporting Structure: The role reports to a Senior Lead Branch Formats & Experience leader. This hierarchical structure suggests mentorship opportunities and a clear path for upward mobility within the customer experience or GTM strategy functions. Collaboration will extend across various departments, requiring strong interpersonal and influencing skills.

Operations Impact: The impact of this role is significant, directly shaping the physical and digital interactions customers have with Wells Fargo branches. By designing optimal experiences, this role contributes to customer satisfaction, loyalty, operational efficiency, employee productivity, and ultimately, the company's revenue and market position. It bridges the gap between strategic vision and on-the-ground execution, ensuring that business objectives are met through effective customer and employee engagement.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, experience architecture, and omnichannel strategy within a leading financial institution. Opportunity to lead larger, more complex strategic initiatives.

• Leadership Development: Potential to move into management roles, leading teams of designers and strategists, or specializing further in areas like digital integration or operationalizing new branch formats.

• Cross-Functional Expertise: Gain extensive experience working with diverse teams (Physical Design, Technology, Operations, Marketing), broadening understanding of the end-to-end business value chain.

• Industry Influence: Contribute to shaping the future of retail banking experiences, potentially leading to industry recognition or thought leadership opportunities.

📝 Enhancement Note: This section frames the role within a typical career progression for operations and strategy professionals. The emphasis on "operationalizing," "cross-functional expertise," and "business value chain" is crucial for an operations-minded candidate. The growth opportunities are designed to appeal to individuals looking for strategic impact and career advancement.

🌐 Work Environment

Office Type: The role is based in Charlotte, NC, at a "Customer Information Center" location, suggesting a significant operational hub. While specific office amenities are not detailed, large financial institutions typically offer professional, well-equipped office spaces designed for collaboration and focused work.

Office Location(s):

• Primary location: 1525 W W.T. Harris Blvd, Charlotte, NC 28262. This is an on-site role, requiring the individual to work from this designated office.

• The mention of "Customer Information Center" implies a large, potentially multi-departmental facility focused on customer service and operational support. Workspace Context:

• Collaborative Environment: Expect a dynamic workspace fostering teamwork, with opportunities for regular interaction with design teams, strategy leads, and cross-functional partners.

• Operations Tools & Technology: Access to standard office productivity software, design tools (e.g., Figma, Sketch), collaboration platforms (e.g., Microsoft Teams, Slack), and potentially specialized analytics or journey mapping software.

• Team Interaction: Frequent engagement with colleagues through structured meetings, ad-hoc discussions, and collaborative workshops, essential for aligning on complex design strategies.

Work Schedule:

• The role is full-time (typically 40 hours/week) and on-site. While core business hours apply, the nature of strategic work may allow for some flexibility in daily scheduling, subject to team and project needs, to accommodate deep work and collaborative sessions effectively.

📝 Enhancement Note: The description emphasizes the on-site nature of the role and the typical work environment in a large corporate setting. The context of a "Customer Information Center" suggests a focus on operational efficiency and customer support, which aligns with the strategic goals of this position.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, cultural fit, and interest in the role.

• Hiring Manager Interview: In-depth discussion about experience, strategic approach, and alignment with team goals. Expect questions about past projects, problem-solving methodologies, and stakeholder management.

• Portfolio Presentation & Case Study: A crucial stage where candidates present a selection of their work, focusing on 1-3 key projects. This will likely involve a deep dive into a specific challenge, the candidate's process, solutions, and measurable impact. Expect a case study related to customer experience strategy or service design within a complex organizational context.

• Cross-Functional Panel Interview: Interviews with key partners from Physical Design, Technology, Operations, or other relevant departments to assess collaboration skills and understanding of broader business implications.

• Final Interview: May involve senior leadership to discuss strategic vision, leadership potential, and overall fit within Wells Fargo's culture.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your experience in translating strategy into actionable plans, journey mapping, service blueprinting, and driving measurable outcomes. Prioritize projects with a clear problem statement, robust process, and quantifiable results.

• Focus on Process & Impact: For each project, clearly articulate the "why" (the business problem/opportunity), the "how" (your methodology, tools, and collaboration), and the "what" (the solution and its impact – both qualitative and quantitative). Use the STAR method (Situation, Task, Action, Result) for structuring your narrative.

• Highlight Operations Integration: Emphasize how your designs considered operational feasibility, technology integration, and employee workflow. Showcase examples where you successfully bridged design with operational realities.

• Demonstrate Strategic Thinking: Show how your work aligns with broader business objectives and contributes to the company's long-term vision for branch formats and customer engagement.

• Prepare for Q&A: Be ready to discuss your design choices, defend your decisions, and explain how you would approach specific challenges within Wells Fargo's context.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for hypothetical scenarios asking how you would approach a specific branch experience challenge, translate a new strategy, or resolve a conflict between design intent and operational constraints.

• Process Deep Dive: Expect questions about your preferred methodologies for journey mapping, service blueprinting, and stakeholder alignment. Be ready to articulate the pros and cons of different approaches.

• Strategic Articulation: Practice explaining complex experience strategies and design rationales in clear, concise language suitable for both technical and non-technical audiences, including senior executives.

• Company Research: Understand Wells Fargo's current market position, strategic priorities (especially regarding digital transformation and customer experience), and any known challenges in their branch network.

📝 Enhancement Note: This section provides actionable advice for operations and strategy candidates. The emphasis on "translating strategy into actionable plans," "operational feasibility," and "bridging design with operational realities" is crucial. The portfolio tips are geared towards showcasing project management, process definition, and measurable impact, key components for operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Photoshop, Illustrator) - Essential for creating visual designs, wireframes, and prototypes.

• Journey Mapping & Service Blueprinting: Miro, Mural, Lucidchart, Smaply, or similar collaborative whiteboarding and diagramming tools for visualizing complex processes and customer flows.

• Collaboration Platforms: Microsoft Teams, Slack, Zoom - For daily communication, virtual meetings, and team collaboration.

• Project Management: Jira, Asana, Trello - To manage workstreams, track tasks, and monitor project progress.

Analytics & Reporting:

• Data Analysis Tools: Excel, Tableau, Power BI - For synthesizing qualitative and quantitative data, creating dashboards, and presenting insights.

• Customer Feedback Platforms: Qualtrics, SurveyMonkey, or internal tools for gathering and analyzing customer feedback.

• Web Analytics (if applicable): Google Analytics or similar tools for understanding digital interaction patterns.

CRM & Automation:

• CRM Systems: Salesforce (or similar enterprise CRM) - Understanding how customer data is managed and utilized is beneficial, even if not directly administering.

• Workflow Automation Tools: Basic understanding of how automation can streamline customer service processes or internal workflows.

• Integration Tools: Familiarity with how different systems (e.g., CRM, branch systems, digital platforms) can be integrated to provide a seamless experience.

📝 Enhancement Note: This section highlights the technology stack relevant to experience design and strategy roles, with an emphasis on tools commonly used in operations for process mapping, collaboration, and data analysis. The inclusion of CRM and automation tools acknowledges the interconnectedness of customer experience with broader operational systems.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving customer needs, ensuring all design decisions prioritize the customer experience. This translates into empathy in design and a focus on delivering value.

• Collaboration & Partnership: Strong emphasis on working effectively across diverse teams, fostering open communication, and building strong relationships to achieve shared goals.

• Data-Driven Decision Making: Utilizing insights from research, analytics, and feedback to inform strategy and design choices, ensuring solutions are grounded in evidence.

• Innovation & Continuous Improvement: A proactive approach to identifying opportunities for enhancement, embracing new ideas, and iterating on designs to achieve optimal outcomes.

• Accountability & Ownership: Taking responsibility for project outcomes, driving initiatives forward, and delivering high-quality results with a focus on measurable impact.

Collaboration Style:

• Cross-functional Integration: Actively seeks to integrate design thinking and experience strategy into the planning processes of other departments, ensuring a unified approach to customer engagement.

• Process Review Culture: Encourages constructive feedback and open dialogue around existing and proposed processes, with a goal of continuous refinement and efficiency gains.

• Knowledge Sharing: Promotes an environment where best practices, learnings, and insights are shared openly across teams to foster collective growth and enhance operational effectiveness.

📝 Enhancement Note: The "Operations Values" are framed to align with typical corporate values while emphasizing the operational aspects of customer experience. The "Collaboration Style" highlights proactive engagement and a focus on process improvement, which are hallmarks of effective GTM and operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Organizations: Successfully influencing stakeholders and driving change within a large, complex financial institution with established processes and diverse priorities.

• Balancing Diverse Needs: Synthesizing potentially conflicting requirements from customer, employee, business, and operational perspectives into cohesive design solutions.

• Measuring Impact: Quantifying the ROI of experience design initiatives, especially in a physical retail environment, and effectively communicating this value to leadership.

• Rapid Technological Evolution: Keeping pace with advancements in retail technology, digital integration, and customer behavior to ensure branch experiences remain relevant and competitive.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in areas like service operations, process optimization, and the integration of physical and digital customer journeys.

• Industry Certifications & Conferences: Opportunities to attend leading customer experience, service design, or retail industry events and pursue relevant certifications.

• Mentorship & Leadership: Access to experienced leaders within Wells Fargo for guidance, and potential to mentor junior team members as expertise grows.

• Exposure to Innovation: Involvement in pilot programs, test kitchens, and innovation labs to explore cutting-edge solutions for branch formats and customer engagement.

📝 Enhancement Note: This section addresses the inherent challenges of roles within large enterprises and frames them as opportunities for growth. The emphasis on "measuring impact," "process optimization," and "innovation" directly aligns with the expectations for operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you translated a high-level business strategy into a detailed customer experience plan. What was your process, and what were the key outcomes?" (Focus on your methodology, stakeholder engagement, and measurable results.)

• "How would you approach designing the experience for a new type of branch format, considering both customer needs and operational constraints? Walk us through your initial steps." (Highlight your structured approach, use of journey mapping/service blueprints, and consideration of operational realities.)

• "Tell us about a situation where you had to influence cross-functional partners who had differing priorities. How did you build consensus and drive alignment for your experience strategy?" (Demonstrate your negotiation, communication, and collaboration skills.) Company & Culture Questions:

• "What do you know about Wells Fargo's current strategic direction regarding its branch network and customer experience? How do you see this role contributing?" (Research recent company announcements, investor reports, and customer experience initiatives.)

• "How do you see your design philosophy aligning with Wells Fargo's values, particularly regarding customer focus, risk management, and operational excellence?" (Connect your approach to their stated values and demonstrate an understanding of the financial services context.)

• "Describe your experience working within a regulated industry. How do you ensure compliance and risk mitigation are integrated into your design processes?" (Showcase your awareness of regulatory environments and your ability to balance innovation with control.) Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as narratives with a clear beginning (the challenge), middle (your process and solutions), and end (the impact and learnings).

• Visual Clarity: Use clear, well-designed visuals for your journey maps, blueprints, and prototypes. Ensure they are easy to understand and effectively communicate complex information.

• Quantify Impact: Whenever possible, present data and metrics that demonstrate the success of your work (e.g., improved customer satisfaction scores, reduced process times, increased adoption rates).

• Operations Integration Focus: Specifically highlight how your designs were practical from an operational standpoint and how you collaborated with operational teams to ensure successful implementation.

• Conciseness: Be mindful of time constraints. Focus on the most impactful aspects of your projects and be prepared to answer detailed questions.

📝 Enhancement Note: The interview preparation section is designed to guide operations-minded candidates. Questions focus on strategic translation, process design, stakeholder management, and demonstrating impact. The portfolio tips emphasize operational considerations and measurable results, critical for proving value in an operations context.

📌 Application Steps

To apply for this Lead Branch Experience Design Strategist position:

• Submit your application through the provided career portal link on the Wells Fargo careers site.

• Customize Your Resume: Tailor your resume to highlight experience in strategy development, service design, journey mapping, and cross-functional collaboration, using keywords from the job description and operations best practices.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best showcase your ability to translate strategy into actionable experience designs, with a clear emphasis on process definition, operational integration, and measurable outcomes.

• Prepare Your Narrative: Practice articulating your project stories using the STAR method, focusing on how you addressed challenges, applied methodologies, collaborated with teams, and achieved results. Be ready to discuss your approach to operationalizing design.

• Research Wells Fargo: Understand their current business objectives, recent initiatives in branch transformation and customer experience, and their corporate values. This will help you tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.