Digital Management Case Study

Challenge

Wells Fargo needed to implement enterprise collaboration technologies to reduce costs and improve efficiencies. At the time of the initiative, Wells Fargo needed to assess options for partnering with vendors or developing these technologies internally so that customers could collaborate with bankers and wealth managers digitally. The initiative required transformational change across consumer, commercial, and wealth management divisions.

Approach

As a senior program and platform manager, Dylan served as the collaboration program owner, establishing an enterprise-wide framework for evaluating collaboration tools and systems to create a roadmap for development of future collaboration technologies.  In addition, she managed a team of customer experience strategists to detail customer journey maps to support business cases that provided funding to implement these collaborative systems.

Key Actions

• Led assessment and replacement strategy for existing collaboration platforms
• Managed journey maps and usability testing to acquire funding through business case development
• Created a roadmap of emerging technologies to include co-browsing, chat, chatbot, and video conferencing among others
• Built a platform management approach to assessing and selecting appropriate technologies at the enterprise level
• Managed change management across multiple business divisions and levels of leadership

Results

• Developed roadmap for prioritization and implementation of collaboration technologies
• Established sustainable governance model for selecting and implementing collaboration tools
• Built the foundation of the chatbot tool “Fargo” through journey mapping by assessing customer needs
• Led multiple cross-functional teams with hundreds of stakeholders and managed a team of 15+ consultants and employees

Impact

Dylan’s transformational initiative delivered substantial cost savings while modernizing critical enterprise infrastructure. The shared governance and customer needs assessment models she implemented became a template for future technology initiatives across Wells Fargo.

Recognition

• Innovation Award (Wells Fargo)
• Collaboration Award (Wells Fargo)

Free 30 Minute Consultation