Job Description

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, were one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

U.S. Bank is currently seeking a CX Strategy & Insights Consultant-Digital supporting U.S. Banks Customer Experience (CX) & Employee Experience (EX) Office, and who will be responsible for driving business outcomes by identifying exceptional customer experiences delivering against our One U.S. Bank strategy and differentiating our brand. This role primarily supports the digital channels. The Strategy & Insights Consultant looks through the customer and/or employee lens to constantly ask how we can do things better and what changes will improve experiences. The Consultant brings a holistic view based on customer and employee feedback, synthesizing findings across analytics and research, unveiling insights to identify opportunities, and recommending experience change improvements to drive meaningful business outcomes across the Bank.

This role is focused on supporting the growth and optimization of digital interfaces (such as the website or mobile app), identifying and prioritizing self-serve digital gaps to close, and assisting with developing the strategy for the role of digital interface types. This role is responsible for building and executing, via partnerships with internal research teams, holistic insights plan(s) for specified digital partner teams, in addition to acting as a liaison to help partners navigate research, analytics, and insights centers of excellence. This person will stay abreast of industry trends, gather market intelligence, and solicit customer and employee feedback.

This person must be able to observe, gather, and organize information to articulate competitive advantage and growth opportunities. A successful Consultant will influence others to implement the changes most impactful to customers. This individual must have a strong background in synthesizing insights and data visualization, as well as strong communication and teamwork skills. The individual must excel at collaboration and insights curation. No travel is expected in the first half of 2021, but some travel may be required when restrictions are lifted. Additional responsibilities include:

* Develops a holistic insights plan pertaining to a select business partner or initiative, drawing on learnings from all available resources, including research, analytics, and insights;

* Prioritizes research and insights work based on business needs and opportunities;

* Acts as the liaison to the business, helping them understand existing CX and EX knowledge to focus on the most promising improvements or investments to differentiate;

* Builds learning plans and assembles integrated insights to provide leaders with fact-based strategic recommendations;

* Proactively identifies business opportunities by uncovering unmet customer needs, leveraging emerging trends, understanding the competitive landscape, and staying current on strategic/operational priorities; and

* Identifies insights and actions that could drive growth and retention or mitigate potential CX and EX risks to the business.

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

Basic Qualifications

* Bachelors degree, or equivalent work experience

* Eight to ten years of experience in project management activities

Preferred Skills/Experience

* Experience in leading cross-functional projects and teams

* Strong business acumen

* Ability to understand macrotrends and their impact on customers/the banking industry

* Adept at synthesizing insights from multiple sources

* Demonstrated record of success in identifying new issues, trends, and opportunities, driven by in-depth data analysis

* Demonstrated success with data visualization for storytelling

* Excellent verbal, written communication and presentation skills

* Strong data analysis and proficiency with core business software tools (e.g. PowerPoint, Excel, Word, etc.)

* Agile experience

* Experience in banking, retail, manufacturing, or a related industry

* Strong organizational and analytical skills

* Ability to identify and resolve exceptions and to analyze data

* Digital CX experience

* Experience in a customer experience function

* Demonstrated leadership skills

Benefits:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law
Applicants can learn more about the companys status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.