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 Strategy & Design

Date Posted: 2026-09-08

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead the strategic translation of branch format strategy into tangible customer and employee experiences, focusing on practicality, scalability, and measurability.

• Develop critical experience design artifacts, including journey maps, service blueprints, and experience architectures, to define the operational framework of future branch formats.

• Drive innovation by creating future-state experience concepts that encompass physical, digital, assisted, and self-service interactions within the branch environment.

• Identify and address key friction points and unmet needs within customer and employee journeys, proposing data-informed design solutions.

• Collaborate extensively with cross-functional teams, including Physical Design, Technology, Operations, Analytics, and Customer Experience, to ensure cohesive experience delivery.

📝 Enhancement Note: This role is positioned as a strategic, individual contributor focused on the "what" and "why" of customer and employee experiences within physical branches, rather than the direct implementation of operational processes. The emphasis is on design strategy and conceptualization, bridging business objectives with user needs.

📈 Primary Responsibilities

• Partner with senior leadership to translate long-term branch format visions (5-10 years) into actionable experience design strategies and frameworks.

• Lead the creation and refinement of customer and employee journey maps, service blueprints, and experience architectures for current and future branch formats.

• Synthesize diverse inputs—customer strategy, archetypes, behavioral insights, employee feedback, and business priorities—into clear experience requirements and design criteria.

• Define the purpose, interactions, behaviors, capabilities, and desired outcomes for distinct "experience zones" within branches.

• Architect future-state concepts that seamlessly integrate physical space, digital touchpoints, assisted service, and self-service functionalities.

• Proactively identify pain points and opportunities within priority customer and employee journeys, recommending strategic design responses.

• Facilitate critical workshops, including journey mapping, service design, concept development, and cross-functional alignment sessions.

• Collaborate with the Physical Design team to ensure experience intent is accurately reflected in environmental design elements such as layouts, furnishings, signage, and wayfinding.

• Distill complex qualitative and quantitative research into actionable insights, design implications, compelling executive narratives, and strategic recommendations.

• Stay abreast of industry trends in service design, retail, hospitality, workplace strategy, accessibility, and emerging technologies to inform and evolve experience strategies.

• Manage multiple concurrent experience design workstreams and effectively influence cross-functional partners without direct reporting authority.

📝 Enhancement Note: The responsibilities highlight a strong focus on strategic design and cross-functional influence, typical of senior-level experience design roles. The emphasis on "defining the intended purpose, interactions, behaviors, capabilities, and outcomes" indicates a deep dive into operationalizing the customer experience at a conceptual level.

🎓 Skills & Qualifications

Education:

• Advanced degree preferred in Service Design, Human-Centered Design, Customer Experience, Psychology, Business, Strategy, Organizational Design, or a closely related field. Experience:

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

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

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

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

• 3+ years of experience successfully facilitating workshops, design sessions, journey mapping activities, or complex stakeholder alignment discussions.

• 3+ years of hands-on experience applying methodologies like Design Thinking, Human-Centered Design, Service Design, or Jobs-to-Be-Done. Required Skills:

• Experience Strategy: Proven ability to develop and articulate strategic roadmaps for customer and employee experiences.

• Service Design & Journey Mapping: Expertise in creating detailed journey maps and service blueprints to visualize and optimize end-to-end experiences.

• Human-Centered Design (HCD) / Design Thinking: Proficient application of HCD principles and Design Thinking frameworks to solve complex user problems.

• Cross-Functional Collaboration: Demonstrated success in influencing and collaborating with diverse teams (e.g., Physical Design, Technology, Operations) to achieve shared goals.

• Workshop Facilitation: Skilled in designing and leading effective workshops for ideation, alignment, and problem-solving.

• Data Synthesis & Insight Generation: Ability to synthesize qualitative and quantitative data into actionable insights and compelling narratives.

Preferred Skills:

• Financial Services/Retail Banking Experience: Familiarity with the unique operational and customer needs within the financial services or retail banking sector.

• Omnichannel Experience Design: Experience designing integrated experiences across physical, digital, and assisted channels.

• Prototyping & Experimentation: Experience supporting pilots, prototypes, test-and-learn programs, or innovation labs.

• Retail/Hospitality/Workplace Strategy: Understanding of best practices and trends in customer-facing service environments.

• Accessibility Design: Knowledge of accessibility standards and inclusive design principles.

📝 Enhancement Note: The "Required Qualifications" clearly detail the necessary experience in core service design and customer experience strategy. The "Desired Qualifications" provide specific industry context (financial services, retail) and additional relevant skills like omnichannel design and experimentation, which are valuable for understanding the company's operational priorities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies on Experience Transformation: Showcase 2-3 detailed case studies demonstrating your process in transforming complex customer or employee journeys through strategic design. Focus on the "before" (challenges, pain points) and "after" (solutions, impact) with clear articulation of your strategic contribution.

• Service Blueprint & Journey Map Examples: Include visual examples of service blueprints and journey maps you have developed, highlighting their depth, clarity, and how they informed subsequent design or operational decisions.

• Design Strategy Frameworks: Present examples of experience architecture frameworks, design principles, or strategic roadmaps you have created to guide experience development.

• Cross-Functional Collaboration Evidence: If possible, include examples or descriptions of how your work facilitated alignment and action across different departments (e.g., operations, technology, physical design).

Process Documentation:

• Methodology Articulation: Be prepared to clearly articulate your approach to service design, HCD, and journey mapping, including your preferred tools and techniques for research, ideation, and validation.

• Insight-to-Action Translation: Demonstrate your ability to translate raw research findings and business objectives into concrete, actionable design requirements and strategic recommendations.

• Workshop Facilitation Examples: Describe your approach to facilitating design workshops, including how you ensure active participation, drive towards clear outcomes, and manage diverse stakeholder perspectives.

📝 Enhancement Note: For a role focused on strategy and design, the portfolio should emphasize strategic thinking, process mastery, and the ability to translate complex ideas into actionable plans. The focus should be on the strategic intent behind the design artifacts, not just their aesthetic presentation.

💵 Compensation & Benefits

Salary Range:

For a Lead Branch Experience Design Strategist in Charlotte, NC, with 5-10 years of experience in a major financial institution like Wells Fargo, the estimated annual salary range would be between $115,000 and $155,000. This estimate is based on industry benchmarks for senior experience design and strategy roles in major metropolitan areas, considering the specialized nature of branch experience design within the financial services sector. Factors such as specific skills, performance during the interview process, and the company's internal compensation structure will influence the final offer.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance: Covering medical, dental, and vision needs for employees and eligible dependents.

• Retirement Savings Plan: Including 401(k) with company match, supporting long-term financial security.

• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to support work-life balance.

• Employee Stock Purchase Plan (ESPP): Opportunity to purchase company stock at a discounted rate.

• Professional Development & Training: Access to learning resources, workshops, and potential support for certifications or advanced degrees (as indicated by "Advanced degree preferred").

• Wellness Programs: Initiatives and resources focused on employee physical and mental well-being.

• Life and Disability Insurance: Providing financial protection for employees and their families.

• Commuter Benefits: Assistance with transportation costs for on-site employees. Working Hours:

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

• The role is on-site, requiring consistent presence in the Charlotte, NC office.

• While standard hours apply, flexibility may be available based on project needs and team collaboration, though the nature of the role and company may necessitate adherence to core business hours for cross-functional alignment.

📝 Enhancement Note: Given the "Lead" title and significant experience requirements, a competitive salary range is estimated. The benefits listed are standard for large, established corporations like Wells Fargo, with a focus on comprehensive employee well-being and financial planning. The role's on-site nature is explicitly stated.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Wells Fargo is a very large, multinational financial services company, employing over 200,000 individuals globally. This scale implies a structured environment with established processes, significant resources, and a broad impact. For operations professionals, this means opportunities for large-scale impact, complex system integration, and adherence to stringent regulatory and risk frameworks.

Founded: 1852. With a long history, Wells Fargo has a deep-rooted culture, often characterized by a strong emphasis on risk management, compliance, and customer service, alongside ongoing efforts to innovate and adapt to evolving market demands.

Team Structure:

• Operations Focus: The role sits within a team likely focused on Branch Formats & Experience, implying close ties to operational execution, physical space management, and customer service delivery.

• Cross-Functional Integration: This role is designed to be a nexus, interfacing extensively with Physical Design, Technology, Operations, Analytics, Customer Experience, and potentially Marketing and Product teams. This suggests a collaborative, matrixed environment where influence and partnership are key.

• Reporting: The role reports to a "Senior Lead Branch Formats & Experience leader," indicating a hierarchical structure within the experience design function, with clear leadership oversight for strategic direction.

Methodology:

• Human-Centered Design: A core methodology, emphasizing understanding customer and employee needs as the foundation for all design decisions.

• Service Design: Focus on mapping and optimizing the end-to-end service experience, considering all touchpoints and interactions.

• Data-Driven Strategy: Decisions are informed by customer insights, behavioral data, operational requirements, and business objectives.

• Iterative & Experimental: The mention of "pilots, prototypes, test-and-learn programs" indicates an approach that values experimentation and continuous improvement.

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

📝 Enhancement Note: Wells Fargo's industry and size are critical context. The role operates within a highly regulated environment, meaning operational efficiency, risk mitigation, and compliance are paramount. The culture likely balances tradition with a drive for innovation, particularly in customer-facing areas like branch experience.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" individual contributor role, signifying a senior-level position. It requires significant expertise and the ability to drive strategic initiatives independently and influence others. This level is often a stepping stone to management roles or further specialization in highly technical or strategic design areas within operations and customer experience.

Reporting Structure: The Lead Experience Design Strategist reports to a Senior Lead, indicating a clear path for strategic direction and mentorship within the experience design function. This individual will also work closely with numerous cross-functional teams, requiring strong collaboration and communication skills to navigate the broader organizational structure.

Operations Impact: The role has a direct impact on the operational efficiency and effectiveness of future branch formats by shaping how customers and employees interact with the physical space, digital tools, and service offerings. By defining clear experience architectures and requirements, this role influences resource allocation, technology deployment, and staff training, ultimately impacting customer satisfaction, employee productivity, and operational costs.

Growth Opportunities:

• Leadership within Experience Design: Potential to grow into a Senior Lead or Managerial role within the Branch Experience Design or broader Customer Experience organization.

• Specialization in Retail/Branch Operations: Deepen expertise in the unique operational challenges and opportunities within the financial services branch network.

• Cross-Functional Mobility: Leverage experience gained in this role to move into strategic roles within Physical Design, Digital Transformation, Customer Strategy, or Operations Management.

• Continuous Learning: Opportunities to stay at the forefront of service design, retail trends, and technology through industry engagement and internal development programs.

📝 Enhancement Note: The "Lead" designation implies a high degree of autonomy and strategic responsibility. Growth opportunities are likely to involve increased scope, team leadership, or deeper specialization within the complex operational landscape of a large financial institution.

🌐 Work Environment

Office Type: On-site at a Wells Fargo facility in Charlotte, NC. This indicates a traditional office environment designed for collaborative work.

Office Location(s): 1525 W W.T. Harris Blvd, Charlotte, NC 28262. This specific address suggests a well-established corporate or operational hub within the Charlotte area.

Workspace Context:

• Collaborative Spaces: Expect a mix of individual workspaces and meeting rooms designed to facilitate brainstorming, workshops, and cross-functional team discussions.

• Technology Access: Access to standard corporate IT infrastructure, including necessary software for design, analysis, and communication.

• Team Interaction: Frequent opportunities to interact with colleagues from various departments, fostering a dynamic and interconnected work environment.

Work Schedule:

• The role is full-time, typically 40 hours per week.

• As an on-site position, adherence to standard business hours is expected, with potential for occasional adjustments based on project deadlines or critical collaboration needs. The nature of strategic design often requires deep focus, which can be achieved through structured work hours and dedicated time blocks.

📝 Enhancement Note: The on-site requirement is key. This suggests the company values in-person collaboration, spontaneous idea generation, and direct engagement, which are often crucial for complex design strategy roles. The Charlotte location is a major hub for Wells Fargo, implying a robust corporate infrastructure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with required skills and experience.

• Hiring Manager Interview: A discussion focused on your background, experience strategy approach, and understanding of customer/employee journey design. Be prepared to articulate your philosophy and key achievements.

• Portfolio Presentation & Case Study: A critical stage where you'll present 1-2 detailed case studies from your portfolio. Expect to walk through your process, strategic rationale, design decisions, and quantifiable impact. You may also be given a hypothetical scenario or design challenge related to branch experience.

• Cross-Functional Panel Interview: Interviews with potential collaborators from teams like Physical Design, Technology, or Operations. These interviews will assess your ability to communicate complex ideas, influence stakeholders, and integrate diverse perspectives.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and cultural fit.

Portfolio Review Tips:

• Focus on Strategy: For each case study, clearly articulate the business problem or customer need, your strategic approach, the methodologies used (journey mapping, service blueprinting), your specific contributions, and the measurable outcomes or impact.

• Showcase Process: Detail your thought process, how you synthesized research, and how your designs addressed specific operational or experiential requirements.

• Visual Clarity: Ensure your journey maps, service blueprints, and other artifacts are clear, well-organized, and easy to understand. Explain the key elements and their significance.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your designs (e.g., improved customer satisfaction scores, reduced operational friction, increased adoption rates).

• Tailor to Wells Fargo: Research Wells Fargo's current initiatives, brand values, and customer segments to frame your presentation and demonstrate your understanding of their context.

Challenge Preparation:

• Branch Experience Scenarios: Consider common challenges in physical retail/banking environments: optimizing wait times, improving digital integration, enhancing employee efficiency, ensuring accessibility, and creating a welcoming atmosphere.

• Design Thinking Application: Be ready to apply Design Thinking principles to a given problem, outlining your steps from empathy and definition to ideation and prototyping.

• Stakeholder Management: Prepare examples of how you've managed conflicting priorities or gained buy-in from diverse stakeholder groups for your design initiatives.

📝 Enhancement Note: The interview process emphasizes a deep understanding of design strategy, practical application through portfolio review, and the ability to collaborate effectively across diverse operational functions. Portfolio preparation should focus on demonstrating strategic impact and process rigor.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Tools like Figma, Sketch, Adobe XD, or similar for creating wireframes, mockups, and prototypes of digital interfaces or service interactions.

• Journey Mapping & Service Blueprinting Tools: Platforms such as Miro, Mural, Lucidchart, Smaply, or specialized service design software for visualizing complex customer and employee flows.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for real-time communication and team coordination.

• Presentation Software: PowerPoint, Keynote, or Google Slides for developing and delivering executive narratives and workshop materials.

Analytics & Reporting:

• Data Visualization Tools: Familiarity with tools like Tableau, Power BI, or QlikView for interpreting data related to customer behavior, operational efficiency, and experience metrics.

• Analytics Platforms: Understanding of web analytics (e.g., Google Analytics) and customer feedback platforms (e.g., Qualtrics, SurveyMonkey) to gather insights.

CRM & Automation:

• CRM Systems: While not directly managing a CRM, understanding how customer data within systems like Salesforce or internal Wells Fargo CRM solutions informs journey design is beneficial.

• Process Management Tools: Awareness of tools used for workflow management or process automation, as experience design often interfaces with these systems.

📝 Enhancement Note: While this role is strategic, proficiency with tools used for visualizing complex processes (journey maps, service blueprints) and facilitating collaboration is essential. Understanding how data from analytics and CRM systems informs strategy is also key.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A primary focus on understanding and meeting the evolving needs of customers, ensuring every design decision prioritizes a positive and seamless experience.

• Collaboration & Partnership: Strong emphasis on working effectively across departments, valuing diverse perspectives to achieve integrated solutions.

• Data-Driven Decision Making: Utilizing insights from research, analytics, and operational data to inform strategy and validate design choices.

• Innovation & Continuous Improvement: A commitment to exploring new approaches, experimenting with new formats, and constantly seeking ways to enhance efficiency and effectiveness.

• Risk & Compliance Awareness: Operating within the regulated financial services environment necessitates an inherent understanding and adherence to risk management and compliance protocols in all design and strategic recommendations.

Collaboration Style:

• Facilitative Leadership: The role requires leading discussions and workshops, guiding participants towards consensus and actionable outcomes, often without direct authority.

• Cross-Functional Integration: A proactive approach to engaging with and understanding the needs and constraints of partner teams (e.g., Physical Design, Technology, Operations).

• Iterative Feedback Loops: Encouraging open communication and feedback exchange to refine designs and strategies throughout the development process.

• Clear Communication: Articulating complex ideas and strategic rationale in a clear, concise manner tailored to different audiences, from designers to senior executives.

📝 Enhancement Note: Wells Fargo's culture, particularly in a large financial institution, will likely emphasize structured collaboration, data integrity, and a strong adherence to compliance. The experience design team will strive to infuse customer-centricity and innovation within these established frameworks.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the complex regulatory landscape of financial services while driving innovative customer experiences. This requires creative problem-solving within established constraints.

• Cross-Functional Alignment at Scale: Achieving consensus and coordinated action across numerous large departments (Physical Design, IT, Operations, etc.) within a global organization.

• Translating Strategy into Operational Reality: Ensuring that high-level experience strategies are practical, scalable, and effectively implemented within existing or evolving operational processes and physical branch constraints.

• Measuring Experience Impact: Developing robust methods to quantify the impact of experience design initiatives on customer satisfaction, employee efficiency, and business outcomes in a tangible way.

Learning & Development Opportunities:

• Deep Dive into Financial Services Operations: Gaining unparalleled insight into the operational intricacies of a leading global bank's branch network.

• Advanced Service Design & Strategy: Opportunities to refine and expand expertise in cutting-edge service design methodologies and strategic experience planning.

• Leadership Influence Skills: Developing and honing skills in influencing without authority, stakeholder management, and executive communication.

• Exposure to Innovation Initiatives: Potential involvement in pilot programs, test-and-learn environments, and innovation labs focused on the future of banking.

📝 Enhancement Note: The challenges are characteristic of large, established companies in regulated industries. The growth opportunities are significant, offering deep domain expertise and the chance to influence strategic direction within a major financial player.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you translated complex customer insights into a tangible experience strategy. What was your process, and what was the outcome?" (Focus on your methodology, data synthesis, and impact.)

• "How would you approach designing the experience for a new type of branch format that needs to serve both traditional banking needs and offer advanced digital self-service options?" (Demonstrate your ability to think holistically about physical, digital, and assisted channels.)

• "Walk me through a service blueprint you created. What key operational considerations did it reveal, and how did you address them?" (Highlight your understanding of operationalizing design.)

• "How do you ensure your experience designs are practical and scalable within a large organization with existing operational constraints?" (Showcase your understanding of feasibility and implementation.) Company & Culture Questions:

• "What do you know about Wells Fargo's current approach to customer experience or branch innovation?" (Research recent news, investor reports, or initiatives.)

• "How would you foster collaboration between the Experience Design team and departments like Physical Design or Branch Operations?" (Emphasize your partnership and communication approach.)

• "Given Wells Fargo's history, how do you see balancing tradition and innovation in branch experience design?" (Show thoughtful consideration of the company's context.) Portfolio Presentation Strategy:

• Structure for Impact: Begin with a high-level overview of the problem and your strategic objective. Then, dive into your process, showcasing key artifacts (journey maps, blueprints) and explaining your role and decisions. Conclude with the results and learnings.

• Focus on "Why": For each design choice or artifact, explain the strategic rationale behind it and how it addressed specific customer needs or business objectives.

• Highlight Operational Integration: Clearly demonstrate how your designs considered operational feasibility, employee workflows, and technological capabilities.

• Quantify Outcomes: Use metrics and data to illustrate the success of your projects, such as improvements in customer satisfaction, efficiency gains, or adoption rates.

• Prepare for Q&A: Anticipate questions about your decision-making process, alternative approaches, and how you would handle specific challenges within Wells Fargo's context.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, a deep understanding of service design methodologies, and the ability to translate those into practical, operationalized experiences within a large, regulated organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Wells Fargo careers portal via the provided link.

• Portfolio Customization: Select 1-2 of your most relevant case studies that highlight experience strategy, journey mapping, and cross-functional collaboration within a structured environment. Tailor your presentation to emphasize how your work addresses the challenges of physical branch transformation.

• Resume Optimization: Ensure your resume clearly articulates your experience in service design, experience strategy, and translating insights into actionable requirements, using keywords from the job description such as "service design," "journey mapping," "experience architecture," and "human-centered design."

• Interview Preparation: Practice articulating your strategic process, workshop facilitation skills, and how you measure the impact of your design initiatives. Prepare specific examples of successful cross-functional collaboration.

• Company Research: Investigate Wells Fargo's recent strategic priorities related to customer experience, digital transformation, and branch network evolution. Understand their stated values and any known challenges in the financial services sector.

⚠️ 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.

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