Lead Product Manager Customer Onboarding & Lifecycle Engagement

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About this role:

The Lead Product Manager that will sit within the Small Business Credit Card team, owning the onboarding and early lifecycle engagement strategy for new customers across the portfolio.

The ideal candidate is a creative, customer-centric marketer with strong financial services and or marketing experience who can blend strategy, customer psychology, campaign optimization, and cross-functional leadership. We are seeking an experienced and innovative marketing leader to help shape the onboarding and early customer lifecycle experience for our Small Business Credit Card portfolio.

This role sits at the intersection of customer experience, marketing strategy, creative development, and business growth. You will own the vision, strategy, and execution of customer onboarding programs that help new cardholders understand the value of their product, adopt key features, and build lasting engagement from day one.

As a member of a high-performing marketing team, you will lead initiatives that influence customer behavior across multiple touchpoints, including email, card fulfillment experiences, digital channels, mobile experiences, alerts, direct communications, and emerging engagement platforms.

This is an opportunity for a strategic marketer who understands how effective storytelling, personalization, and customer insights drive meaningful business outcomes. You will partner with creative teams, agencies, analytics professionals, technology teams, and business leaders to design programs that increase activation, digital adoption, engagement, and long-term customer loyalty.

In this role, you will:

Lead Customer Onboarding & Early Lifecycle Strategy

• Define and execute the onboarding and early lifecycle engagement strategy for Small Business Credit Card customers.
• Create customer journeys that educate, activate, and deepen engagement during the critical first 90 days of the customer relationship.
• Identify opportunities to improve customer activation, digital wallet enrollment, feature adoption, spending behaviors, and overall customer satisfaction.
• Develop a forward-looking roadmap that aligns customer needs, business goals, emerging capabilities, and industry trends.
• Continuously evaluate program performance and implement enhancements that improve customer outcomes and business results

Lead Cross-Functional Delivery & Execution

• Serve as the marketing lead for onboarding initiatives from concept through delivery.
• Provide strategic and creative direction to internal stakeholders and agency partners.
• Collaborate with product, analytics, digital, technology, servicing, operations, compliance, legal, and brand teams to deliver effective customer experiences.
• Drive alignment across multiple stakeholders while balancing competing priorities and business objectives.
• Ensure efficient execution through clear communication, project leadership, and strong operational discipline.

Influence Thought Leadership

• Present recommendations, business cases, and performance insights to senior leadership.
• Champion customer-centric thinking throughout the organization.
• Foster innovation by bringing new ideas, best practices, and emerging marketing strategies into the onboarding experience.
• Influence across a highly matrixed environment.

Required Qualifications:

• 5+ years of Product Management, product development, strategic planning, process management, change delivery experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience developing customer onboarding, lifecycle, engagement, retention, or loyalty marketing programs
• Curious, innovative thinker with a track record of developing new marketing strategies that improve customer engagement and business outcomes
• Strong analytical skills with the ability to turn customer data, research, and performance insights into actionable recommendations
• Background in designing multi-channel marketing journeys across email, digital, alerts, direct mail, or physical fulfillment
• Proven ability to manage marketing agencies, creative development, campaign execution, and cross-functional delivery
• Clear, structured communicator with confident leadership presence and executive-ready storytelling skills
• Demonstrated ability to influence, partner, and drive alignment in a matrixed environment
• Financial services, credit card, retail banking, or lifecycle marketing experience
• Proven success leading cross-functional initiatives in complex, matrixed organizations.
• Experience managing large-scale marketing campaigns from strategy through execution.
• Strong communication and presentation skills with the ability to influence senior stakeholders.
• Demonstrated ability to use customer insights and business performance data to make strategic recommendations.

Job Expectations:

• Hybrid work schedule
• Some travel may be required (up to 10%).
• This position is not eligible for Visa sponsorship.
• Not eligible for relocation assistance

Locations:

2200 Concord Pike, Wilmington, DE 19803

1525 W W T Harris Blvd Charlotte, NC 28262

Posting End Date:

*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.