Digital Servicing & Relationship Support Director

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 priorities, operational feasibility, control requirements, resilience, scalability, and speed to market.

Job Expectations:

• Ability to travel up to 25% of the time.

• This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Location(s):

• 401 S Tryon St. – Charlotte, North Carolina 28202

Required locations listed.

Posting End Date:

18 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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

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.