Digital Management Case Study

Challenge

Wells Fargo required a feedback mechanism and program to support customer experience initiatives and complaints management across the digital channel (web and mobile). The enterprise program included the digital, contact center and branch operations.

Approach

As the Digital Feedback Platform Manager in the Digital Customer Experience Strategy organization, Dylan established and managed the strategy and technical implementation of a SaaS product to support gathering and reporting on customer feedback NPS metrics. Dylan created the Jira tracking system and managed the team development through agile processes.

Key Actions

• Facilitated a comprehensive digital experience improvement strategy through implementation of feedback mechanisms to capture customer insights across channels
• Implemented integrated feedback solutions spanning multiple touchpoints across web and mobile
• Set up systems and processes to support the collection and delivery of feedback from customers to digital stakeholders

Results

• Implemented scalable feedback and messaging infrastructure
• Enhanced payment capabilities serving millions of customers
• Established development processes and platform management for centralized feedback system
• Created sustainable feedback and customer metrics routines ongoing experience optimization

Impact

Dylan’s hands-on experience in creating the foundation for the Digital Feedback program was critical to the management of the enterprise complaints program and supported real-time customer experience metrics and feedback using LLM technology.

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