Consumer CX Insights Consultant

At U.S. Bank were 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 atall from Day One.

At U.S. Bank were committed to helping our clients make smarter financial decisions and empowering the communities we serve to grow and succeed. We believe exceptional experiences dont happen by accident. They are informed by deep insights thoughtful strategy and a relentless focus on the client.

Were seeking a Consumer CX Insights Consultant to help shape and elevate the experiences that matter most to our this highly visible role youll combine analytics research client feedback and market intelligence to uncover meaningful insights and influence decisions that drive business growth strengthen client loyalty and improve the overall customer experience.

As a strategic partner to Consumer Banking and Growth Studio leaders youll transform complex data into compelling stories actionable recommendations and measurable outcomes. Your work will help ensure the voice of the client remains at the center of key business decisions.

If youre energized by solving complex business challenges uncovering what matters most to customers and influencing meaningful change through data-driven insights wed love to hear from you.

What Youll Do

Drive Strategic Insights and Business Decisions

• Serve as a trusted partner to Consumer Banking and Growth Studio leaders by translating client market competitive and business insights into actionable recommendations.
• Uncover trends opportunities and emerging client needs that help inform business priorities and experience strategies.
• Transform complex analyses into clear compelling narratives that enable leaders to make confident data-driven decisions.
• Deliver insights that influence business outcomes improve client experiences and support organizational growth.

Lead Client Experience Measurement and Improvement

• Develop and execute integrated insight strategies and learning agendas leveraging client feedback research analytics and market intelligence.
• Measure and monitor key experience indicators including client satisfaction and experience performance metrics.
• Identify client experience risks opportunities and pain points across critical customer journeys.
• Evaluate the effectiveness of implemented solutions and provide recommendations for ongoing optimization and continuous improvement.

Influence Cross-Functional Outcomes

• Partner closely with business leaders product teams researchers analysts and other stakeholders to deliver insight-driven solutions.
• Bring together diverse perspectives and data sources to create a holistic understanding of customer needs and business opportunities.
• Support enterprise initiatives focused on improving client experiences and delivering measurable business value.
• Build strong relationships across the organization to drive alignment accountability and action.

Apply Advanced Analytics and Research

• Gather integrate and analyze large volumes of structured and unstructured data from multiple sources.
• Conduct sophisticated analyses to answer critical business questions and uncover actionable insights.
• Identify interpret and communicate meaningful patterns trends and customer behaviors that support strategic decision-making.
• Ensure data acquisition analysis reporting and recommendation activities align with company standards and governance requirements.

Lead Continuous Improvement Efforts

• Drive the identification prioritization and resolution of client experience opportunities through enterprise improvement initiatives.
• Establish accountability monitor progress and communicate outcomes to stakeholders and business leaders.
• Measure the impact of recommendations and champion a culture of continuous learning innovation and client-centered decision-making.
• Help shape experiences that make it easier for clients to do business with U.S. Bank.

Basic Qualifications

• Bachelors degree or equivalent work experience.
• Six to eight years of data analysis experience with large data sets.

Preferred Skills & Experience

• Background supporting customer experience (CX) consumer insights market research analytics or related functions.
• Proven ability to synthesize insights from diverse sources and identify strategic opportunities.
• Demonstrated success in data visualization storytelling and executive-level presentations.
• Experience leveraging client feedback research analytics and market intelligence to influence business decisions.
• Experience using research and digital experience platforms such as Qualtrics Quantum Metric or similar tools.
• Experience in financial services with thorough knowledge of financial services products customers transactions and interaction data.
• Strong analytic skills with the ability to extract collect organize analyze and interpret results for insights.
• Ability to data mine analyze data and present insights in a meaningful way.
• Ability to develop and maintain strategic partnerships with senior business unit management business partners and project sponsors as well as communicate effectively with business development teams end users and product owners.
• Strong decision-making and problem-solving skills.
• Strong organization and project management skills.
• Effective interpersonal verbal and written communication skills.
• Strong business acumen and understanding of macrotrends affecting clients and the banking industry.
• Proficiency with PowerPoint Excel Word and business intelligence tools.
• Demonstrated leadership influence and relationship-management skills.

Why This Role

This is an opportunity to help shape the future of Consumer Banking experiences at U.S. Bank. Youll work alongside business leaders researchers analysts and product teams to uncover insights solve complex challenges and influence decisions that impact millions of customer interactions. Your work will go beyond reporting what happened. Youll help identify what matters most uncover opportunities for improvement and drive actions that create meaningful value for both clients and the business.

The role offers a hybrid/flexible schedule which means theres an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is not eligible for visa sponsorship.

If theres anything we can do to accommodate a disability during any portion of the application or hiring process please refer to ourdisability 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. Thats 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:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race religion color sex national origin age sexual orientation gender identity disability or veteran status and other factors protected under applicable law.

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 theE-Verify program.

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.

Posting may be closed earlier due to high volume of applicants.