Corporate Customer Service Excellence Program Manager

Wachovia Corporation (NYSE:WB) is one of the nation?s largest diversified financial services companies, providing 13.4 million household and business relationships with a broad range of banking, asset management, wealth management and corporate and investment banking products and services. Wachovia has retail and commercial banking operations in 16 states with 3,109 offices from Connecticut to Florida and west to Texas and California. Two core businesses operate under the Wachovia Securities brand name: retail brokerage in 49 states and in Latin America, and corporate and investment banking in selected industries nationwide. Globally, Wachovia serves clients through more than 40 international offices. Online banking is available at wachovia.com; online brokerage products and services at wachoviasec.com, and investment products and services at evergreeninvestments.com. Wachovia had assets of $553.6 billion, market capitalization of $86.0 billion and stockholders? equity of $48.9 billion at June 30, 2006.

The proposed merger with Golden West Financial Corporation (NYSE: GDW), parent of World Savings Bank, is expected to close in the fourth quarter of 2006, pending shareholder and regulatory approval. With this proposed merger, Wachovia would strengthen its position in California, Texas, Florida, New Jersey and New York, and enter attractive metropolitan areas in five additional states: Arizona, Colorado, Illinois, Kansas and Nevada. The combined company would serve banking customers through 3,400 offices in 21 states and Washington, D.C. In addition, Wachovia would gain mortgage lending operations under the World Savings Bank name in 39 states.

Requirements:

In this position, you will lead and manage the development, implementation and ongoing processes associated with customer satisfaction and loyalty performance measurement programs across the enterprise. You will manage multiple vendor relationships to ensure most innovative customer satisfaction and loyalty concepts are included in the design of and on-going execution of the programs; review, evaluate and formulate project plans, schedules and budgets; identify, develop and direct team members based on strengths, resources and organizational process in order to build productive teams; and occasionally manage direct reports. You will also provide consultation using experience and expertise across a wide array of customer feedback programs and across multiple lines of business; transform data into business intelligence by generating relevant information and recommendations to assist senior leaders in making decisions; consult with decision makers regarding strategic research, planning and analysis on developing and maintaining valid metrics and scorecards, qualitative and quantitative research approaches, techniques and usage of data to drive improvement; lead diverse project teams to decisions that support both project and enterprise objectives; understand internal organization and line of business trends to asses the possible impact on project outcomes; and provide consulting on the development of strategies, readiness assessments and training and communications. In addition, you will ensure usage of customer feedback and analysis when business decisions are made; ensure appropriate design and consistency of programs across multiple lines of business and segments while meeting the individualized business needs; build and maintain strong working relationships with research vendors to maximize the value of customer feedback data and analysis; provide strategic corporate and line of business vision perspective in future planning of program logistics, including leadership and front-line needs; ensure accurate, timely and thorough data and analysis is provided by the vendor; and represent Corporate Customer Service Excellence team on special projects and initiatives.

Five plus years? recent experience consulting to senior leaders across multiple lines of business related to customer experience initiatives is required. The ability to prioritize and provide direction to ensure deadlines are met and to continuously identify opportunities for efficiency or improvement in processes in a proactive manner are necessary. You must have experience with survey design, methodology experience and integrating measurement plans into larger initiatives with a proven ability to deliver simplified and actionable recommendations derived from multiple complex research analyses to any level of leadership. Excellent verbal/written communication skills; the ability to influence all levels of leadership; and advanced knowledge and experience with Microsoft Word, Excel, PowerPoint and Access are necessary. Master's degree is preferred.

Wachovia recognizes and values the diversity of its employees, customers and business partners. EOE,M/F/D/V