At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
The Customer Experience Project Manager role is for a strategic, creative, savvy, analytical individual with excellent communication skills, who has a strong background in and passion for the customer experience (both formal and informal CX). As a Customer Experience Project Manager, you will be part of a team responsible for influencing solutions at an enterprise level across multiple business lines that enable U.S. Bank to craft better experiences for our clients. You will work with a variety of senior level stakeholders to facilitate improvements for clients and employees, partner to leverage insights into actionable activities, and you will play a key role in facilitating the implementation of solutions to improve the customer experience.
Key activities:
- Responsible for complex projects and creating business cases to garner support for implementing solutions to improve experiences
- Leverage a deep knowledge of the business to shape potential solutions
- Synthesize and work with data from multiple data sources to build compelling stories that inspire partners to prioritize customer experience solutions
- Identify, analyze and interpret trends or patterns in complex data in order to provide answers to business questions and provide recommendations for action
- Create easily understandable reports, slides and other materials to convey the customer experience and operational metrics that are relevant
- Present data and analysis in a clear and concise manner allowing the audience to quickly understand the results and recommendations so they activate upon them and make data driven decisions
- Collaborate with senior level partners across the organization to influence solutions that improve the client experience
- Measure and monitor impact to customers as changes are implemented, recommending adjustments as appropriate
- Present and clearly articulate client data to internal stakeholders at all levels of the organization, including senior management, ensuring stakeholders understand how to interpret and apply Operations Insights CX data supporting needs for potential improvements
- Respond to quick turn requests in a timely manner and meet agreed upon timelines
- Facilitate and organize work across multiple disparate teams to orchestrate an enterprise level continuous improvement process, ensuring insights and solutions are consistently tracked and updated
- Act as a Project Manager to drive a CX mindset working in partnership with stakeholders across the company
A successful candidate will demonstrate:
- Strong analytical skills – creative problem solver that can run analyses using different sources of information and deliver comprehensive, balanced & impactful analysis to business leaders
- Strong presentation skills – ability to tell a clear, compelling story that inspire partners and leaders to take action
- Strong data visualization and written communication skills
- Demonstrated understanding of our business strategy, clients, and products
- Expertise in stakeholder management, relationship building, and achieving results in complex, highly matrixed organizations
- Strong organization skills - proven ability to manage multiple responsibilities at once
- Sound decision-making and problem-solving skills
- Strong interpersonal/diplomatic skills, ability to build trust and credibility, and history of driving results through influence at all levels of the organization
- Ability to work independently and effectively as a part of a team
Basic Qualifications
- Master's degree, or equivalent work experience
- 10 or more years of experience in project management activities
- Two or more years of managerial experience
Preferred Skills/Experience:
- Advanced knowledge of project management
- Proven success implementing solutions that improve client and/or employee experiences
- Ability to develop and maintain strategic partnership with Senior Business unit management, business partners and project sponsors, as well as communicate effectively with business, and development teams, end users, and product owners
- Thorough knowledge of organizational structure and ability to navigate matrixed environments
- Excellent verbal and written communication skills
- Experience in mass servicing/consumer channels
- Experience using Qualtrics
- Deep understanding of common CX metrics and systems
- Experience in financial services, with thorough knowledge of financial services products, customers, transactions and interaction data
Location Expectations
The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal
KNOW YOUR RIGHTS EEO 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.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $129,455.00 - $152,300.00 - $167,530.00
U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.
