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Analytics Consultant 4 - Complaints Data, Analytics & Reporting (CDAR)

Company: Wells Fargo
Location: West Des Moines
Posted on: November 12, 2021

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when 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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company---s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.The COO group also includes a number of teams dedicated to strengthening Wells Fargo---s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.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.The CDAR organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.Scope of Work:-- Primary responsibility will be supporting executive level analytics/reporting on customer complaints, developing and monitoring data integrity controls to manage risk and consulting with clients to identify key trends in the data to tell a holistic story.

  • Analyze and manage data from many sources of information and synthesize it down to a crisp, clear, concise story for executive leaders, business lines, or other areas to take action to improve the customer experience.
  • Defines functional requirements and coordinates development, testing and implementation of data/report enhancements.
  • Direct and lead analytical findings across a very matrixed environment, including corporate team members and leaders.
  • Research and resolve issues or questions coming from the analytics community regarding our enterprise complaints database.
  • Interprets results and recommends solutions to improve the customer experience, increase revenue, reduce expense, maximize operational efficiency/quality, etc.
  • Asks questions that create clarity and the ability to articulate information when needed to.Required Qualifications
    • 6+ years of experience in one or a combination of the following: reporting, analytics, or modeling demonstrated through work or military experience; 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 4+ years of experience in one or a combination of the following: reporting, analytics, or modelingDesired 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
      • Ability to translate and summarize complex data into understandable, actionable information and recommendations
      • Knowledge and understanding of Tableau
      • Teradata experience
      • Data warehouse experience
      • SQL experience
      • Ability to execute in a fast paced, high demand, environment while balancing multiple prioritiesJob Expectations
        • Ability to travel up to 10% of the timeDisclaimer
          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.Benefits SummaryBenefits--Visit https://www.wellsfargo.com/about/careers/benefits--for benefits information.

Keywords: Wells Fargo, West Des Moines , Analytics Consultant 4 - Complaints Data, Analytics & Reporting (CDAR), Professions , West Des Moines, Iowa

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