Digital Management Case Study

Challenge

Wells Fargo required comprehensive digital customer experience improvements across multiple channels and customer segments. The organization needed integrated solutions for customer access and fraud to support digital banking needs that could serve diverse needs of consumer, commercial, and wealth management clients.

Approach

As the Customer Experience Program Manager for the Digital Customer Experience Strategy organization, Dylan established and managed technical, strategic, and creative initiatives. Working with customer experience strategists, designers, and knowledge matter experts, Dylan the managed the team and the delivery of customer-focused strategic initiatives for fraud and security projects.

Key Actions

• Led development of a comprehensive digital experience improvement strategy
• Optimized customer identification and access strategies
• Coordinated stakeholders across organizational boundaries and levels of management
• Serviced several organizations including fraud, compliance, and digital technology management

Results

• Delivered improved customer experience across consumer, commercial, and wealth segments
• Established robust customer access frameworks
• Created sustainable routines to manage customer experience strategy communications and delivery of artifacts

Impact

Dylan’s multi-year leadership created the foundation for Wells Fargo’s digital customer experience strategy, establishing frameworks and capabilities that continue to serve millions of customers across multiple business lines.

Free 30 Minute Consultation