**About this role:** At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Wells Fargo is seeking a seasoned and strategic Lead in Customer Experience Analytics to drive insights and improvements across our digital platforms. This role will serve as a subject matter expert in tools such as Glassbox, AppDynamics EUM, and Splunk, enabling product and technology teams to deeply understand and optimize customer interactions across our native and web applications. The ideal candidate will not only bring deep technical expertise but also demonstrate strong leadership in cross-functional collaboration, vendor engagement, and project execution. This role is pivotal in ensuring that our digital experiences are seamless, performant, and privacy-compliant. Learn more about the career areas and lines of business at wellsfargojobs.com. **In this role, you will:** + Act as the primary SME for session replay and customer experience analytics tools (Glassbox, AppDynamics EUM, Splunk) + Review and analyze complex, large-scale customer data for tactical and strategic business objectives and technical challenges that require in-depth evaluation of multiple factors. + Act as a key participant in developing standards and companywide best practices for monitoring and observability of customer journeys, utilizing an array of tools in the APM space + Analyze, troubleshoot and resolve complex, cross-functional initiatives in collaboration with developers, product managers, QA, UX, and vendor teams. + Drive ad-hoc reporting, custom events, and data export initiatives to support business and technical decision-making. + Collaborate with development teams to integrate or update session replay SDK and JavaScript tags across our iOS, Android, and web applications. + Manage PII governance, including masking/unmasking strategies and compliance with internal data privacy standards. + Conduct crash and performance analysis, delivering actionable insights to engineering teams. + Support integration efforts with APIs, downstream systems and other customer analytics platforms. + Maintain a high-level understanding of native app SDLC, including deployment pipelines and coding frameworks (e.g., Swift UI, Kotlin, React Native). + Mentor peers and junior engineers. Provide training and support to internal teams, on how to leverage analytics to optimize digital assets. + Serve as a liaison with vendors - managing upgrades, configurations, release schedules, and escalations. **Required Qualifications:** + 7+ years of Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education. + 7+ years of experience with session replay and APM tools (Glassbox, AppDynamics, Splunk, or similar). + 7+ years of experience in creating custom reports, funnels and leveraging data to provide actionable insights for business decisions. + 7+ years of experience in debugging and performing root cause analysis to address production issues + 7+ years of experience in leading cross-functional initiatives with various teams + 7+ years of experience with agile methodologies and ticketing systems (e.g., Jira) for tracking issues and enhancements. + 5+ years of experience using digital analytics tools (e.g., Adobe Analytics, Google Analytics) with the ability to integrate and cross-reference insights + 5+ years of experience with crash analysis, crash symbolication, and performance monitoring. + 5+ years of experience with implementing custom event tracking and scripting **Desired Qualifications:** + Strong understanding of native app development lifecycles and deployment processes. + Familiarity with Swift UI (iOS) and Kotlin (Android) frameworks. + Knowledge of DevOps and CI/CD processes for managing SDK updates and code deployments. + Excellent communication skills and experience working with vendors and distributed teams. + Experience in the financial services industry. + Familiarity with data privacy frameworks and compliance standards. + Prior experience in mentoring or managing engineers. **Locations:** + 401 W Las Collinas Blvd., Dallas, TX + 2222 W Rose Garden Ln, Phoenix, AZ + 1755 Grant St., Concord, CA + 333 Market St., San Francisco, CA + 300 S. Brevard St., Charlotte, NC + 150 E 42nd St. New York, NY **Job Expectations:** + Wells Fargo will only consider candidates who are presently authorized to work for any employer in the United States and who **do not** require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States. + Willingness to work on-site at stated location on the job opening (This position offers a hybrid work schedule). **Pay Range:** **For TX location only:** $119,000 - $187,000 USD Annual **For AZ location only:** $119,000 - $187,000 USD USD Annual **For CA location only:** 133,300.00- 237,100.00USD Annual **For NC location only:** $143,000 - $224,000 USD USD Annual **For NY location only:** $143,000 - $224,000 USD USD Annual **Benefits:** + Information about Wells Fargo's US employee benefits (http://www.wellsfargo.com/about/careers/benefits/) + Information about Wells Fargo's International employee benefits **Posting End Date:** 28 Aug 2025 ***** _Job posting may come down early due to volume of applicants._ **Pay Range** Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates. $119,000.00 - $224,000.00 **Benefits** Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees. + Health benefits + 401(k) Plan + Paid time off + Disability benefits + Life insurance, critical illness insurance, and accident insurance + Parental leave + Critical caregiving leave + Discounts and savings + Commuter benefits + Tuition reimbursement + Scholarships for dependent children + Adoption reimbursement **Posting End Date:** 1 Aug 2025 ***** **_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. **Applicants with Disabilities** To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) . **Drug and Alcohol Policy** Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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. **Req Number:** R-476738