User Experience Researcher-Strategy & Transformation
San Francisco, California, Us
As a lead User Researcher on User Journeys for the Transformation and Strategy User Research Program at Wells Fargo, my consulting role encompassed leading a comprehensive exploration of customer interactions across all touchpoints, identifying pain points, and uncovering opportunities to enhance the banking experience. By meticulously mapping out user journeys, I aimed to gain a holistic understanding of the customer's experience, from initial contact through to the completion of their banking tasks. This involved conducting extensive research through various methodologies, including surveys, interviews, and usability testing, to gather actionable insights. These insights then informed the development of strategies aimed at streamlining processes, improving digital interfaces, and ultimately, transforming service delivery to meet and exceed customer expectations. Collaborating closely with product teams, designers, and developers, I ensured that the insights drove innovation and fostered a customer-centric culture within Wells Fargo, contributing to the bank's strategic goals of enhancing user satisfaction, loyalty, and financial well-being.