Senior Manager, Customer Identification Program, CIP

Wells Fargo

Senior Manager leading the digital product team for customer identification at Wells Fargo. Responsible for building seamless identity verification processes balancing security and customer experience.

Posted 7/1/2026full-timeCharlotte • California, North Carolina • 🇺🇸 United StatesSenior💰 $159,000 - $305,000 per yearWebsite

About the role

Key responsibilities & impact

Lead the evolution of customer identification experiences across digital, branch, and assisted channels.
Improve approval rates, onboarding conversion, and customer satisfaction while maintaining strong risk controls.
Optimize verification journeys through data-driven experimentation and customer insights.
Identify opportunities to reduce customer friction while strengthening security and trust.
Establish/manage/maintain governance, controls, and performance metrics for identity verification programs.
Develop and execute vendor strategy for identity verification services, including evaluation, optimization, performance management, and emerging capabilities.
Drive customer-centric product development informed by analytics, customer feedback, market insights, and experimentation.
Collaborate closely with technology, BSA/AML, Risk, Compliance, and Operations teams.
Lead, coach, inspire, and develop a high-performing team of outcomes-focused product managers - fostering a culture of curiosity, innovation, accountability, collaboration, and customer obsession.
Identify opportunities to leverage AI and intelligent decisioning across customer experiences
Constantly evaluate industry trends, onboarding conversion, fraud loss, and regulatory developments impacting identity and customer onboarding.

Requirements

What you’ll need

7+ years of digital product management or leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years of management or leadership experience
Experience delivering customer-facing digital products at scale and complex cross-functional initiatives
Customer Identification Program or related experience is highly valued
Experience with CIP, KYC, or fraud prevention programs
Experience leading customer identification programs
Customer-first, enterprise and outcomes-focused mindset, data-driven decision maker
Experience working across business, technology, risk, and operational teams
Experience modernizing digital customer journeys in highly regulated environments
Strong strategic thinking, communication (verbal and written), and execution capabilities
Curious and adaptive leader who embraces emerging technologies, including AI-enabled experiences
Driven, sense of urgency, passion, excitement to deliver for customers and the team
Demonstrated ability to influence senior executives and drive enterprise alignment

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Identification ProgramsFraud Prevention ProgramsDigital Customer Journey ModernizationPerformance Metrics ManagementData AnalysisVendor Strategy DevelopmentRisk ManagementAI-Enabled Experience ImplementationGovernance and ControlsCustomer Experience Optimization

Soft Skills

Strategic ThinkingCommunication SkillsCuriosityAdaptabilityTeam Leadership