Raquel Patton

Cx Lead Business Execution Consultant @Wells Fargo

Fort Worth, TX, US

Drive enterprise-level customer experience strategy, governance, and process improvement, leading high-impact initiatives that enhance branch network performance, ensure compliance, and improve satisfaction through data-driven insights and cross-functional collaboration.• Designed and maintained program governance, including monitoring and reporting requirements for Branch Banking Customer Experience, ensuring compliance with audit and risk standards.• Led audits for the Customer Experience Survey Program, addressing process gaps and implementing corrective actions to improve quality and compliance.• Partnered with executives to define and execute strategic plans, aligning initiatives with organizational goals and OKRs.• Leveraged customer feedback, JD Power data, and market research to identify and implement enhancements to the branch experience.• Collaborated with risk, compliance, and legal teams to design controls and reporting to meet enterprise requirements.• Partnered with change management and communications teams to ensure stakeholder engagement and alignment with CX priorities

Henderson State University

Bachelor

University of Phoenix

Master