U.S. Bank Strategy & Insights Program Manager – Customer Experience Design Strategy in MINNEAPOLIS, Minnesota

The Strategy & Insights Program Manager – Customer Experience Design Strategy Team role helps facilitate the creation and delivery of exceptional customer and employee experiences for U.S. Bank. This team is accountable to deliver brandable, differentiated, and human-centered customer and employee experience design derived from insights. The desired experiences will be personalized and consistent across channels and strengthen “relationship” through all touch points.

In partnership with key stakeholders, this team will discover the current and define the intended end-to-end experience from the customer and employee points of view and create cross-channel experiences and solutions.

  • Lead and participate in one-on-one in-depth ethnographic interviews with customers to understand their experiences.

  • Act as a thought leader in design working sessions, determine which experiences matter most to customers and employees by using insights combined with data. Leverage these insights to identify pain points and highlight delightful experiences.

  • Perform customer and employee journey mapping and ensure moments that matter are addressed in future-journey designs, considering all channels.

  • Understand the root causes of customer and employee behaviors and the operational impact to the end-to-end journey.

  • Facilitate the design of future-state journeys that identify opportunities for customer experience improvements and enable self-service and facilitate deeper relationships and engagement with customers and employees.

  • Foster cross-department collaboration to deliver one shared, bank-wide vision for the customer and employee experience.

  • Share customer experience design and journey mapping best practices with the business, help build toolkit components, and deliver engaging workshops around this.

  • Contribute to building and evolving tools, processes, best practices and templates to continuously help the bank improve the customer experience.

  • Define success metrics for experience design.

  • Apply a customer-centric lens to assigned projects and advocate for the customer’s view. Identify opportunities to improve key customer interactions and turn customer insights into actionable experience changes.

  • Socialize opportunities and recommendations to applicable teams and leadership.

  • Implement new company-wide process change bringing Customer Experience to the center of our capital expenditure approach.

  • Continuously develop self by staying current of industry trends and best practices.

  • Provide strong leadership in a dynamic and ambiguous environment

Qualifications:

Requirements:

  • Master’s degree preferred.

  • 10 years of experience in customer experience and insights and/or human centered research and design required

  • Extensive background in customer research and insights, customer analysis, and process and experience design.

  • Experience conducting ethnographic research

  • Strong communication and teamwork skills are also required. Must excel at collaboration and organizational change management leadership.

  • 2 years of leadership experience.

  • Requires familiarity with segmentation, personas, touch points and journey mapping. Must be a strong visualizer experienced at working collaboratively to take ideas from concept, drafting and final design and produce clear and compelling visual journeys.

Job: Project Management / Analysis

Primary Location: Minnesota-MN-Minneapolis

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180044097

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

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.