Brad StrothkampSenior VP, Customer Experience - Payments, Virtual Solutions & Innovation Group (PVSI) at Wells Fargo
Brad Strothkamp is seasoned transformational executive with 25+ years of experience in leadership, management and execution of all aspects of financial services including marketing, customer experience, product management, and operations. Currently Senior VP, Customer Experience within Wells Fargo’s Payment, Virtual Solutions and Innovation group leading a large team tasked with driving a multi-business line/channel organization to best-in-class experiences.
His current role as customer experience leader involves leading a large 40+ team tasked with developing strategy, defining/tracking KPIs, managing VoC platforms/data, deriving experience insights and outlining priorities for channels, cross channel customer journeys and associated products/services.
Under Brad’s leadership, Wells Fargo has made dramatic improvement in key CX metrics with contact center scores improved to all-time highs and among industry leaders, digital channels achieving all-time highs in NPS and improved self and assisted service channel standings in JD Power National Bank rankings.
Previous to Wells Fargo:
- VP, Omnichannel Strategy at US Bank
- VP/Principal Analyst, Channel Strategy at Forrester Research
- VP, Digital Banking and Sales at Wells Fargo