U.S. Bank Digital Customer Experience Executive in Minneapolis, Minnesota
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, we’re 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 We have an excellent opportunity for an energized leader to bring the customer voice to U.S. Bank’s digital transformation and to our leading digital product offerings. This executive will own the development of the complete customer experience within our digital channels. This role will provide someone an incredible opportunity to work across the entire organization in all functions, making an impact on all digital experiences.
THE ROLE: Reporting to the Chief Customer Officer, the Digital Customer Experience Executive, is responsible for bringing the customer voice to U.S. Bank’s digital transformation. This role will lead the collection, analysis and development of insights from customer research and data to drive prioritization of digital investments, development of end-to-end experiences that involve digital, and continuous improvement of our existing digital channels. The Lead will be a member of the Customer Experience and Digital leadership teams and work closely with business leaders in Digital, Consumer and other business lines.
RESPONSIBILITIES: Lead research and design of end-to-end experiences involving digital tools for key segments and growth priorities; partner with both digital and non-digital business partners for activation. Lead collection of Voice of Customer feedback for digital channels across the bank; support Digital and business teams to apply the data in decision making. Support the Digital teams in building long-term digital transformation roadmaps across segments (consumer, small business, commercial, employee) and digital properties. Support investment planning and prioritization for digital experiences across the portfolio. Lead UX research team embedded into digital studios and product teams. Use primary and syndicated research, benchmarking studies and experience reviews to develop perspective on competitive digital gaps. Drive rigor in launch of new and improved digital experiences, including A/B testing where relevant, user acceptance testing, and monitoring of customer feedback. Partner with other CX and segment leaders to bring relevant insights to digital and non-digital experience development agile development teams; partner with closed loop teams to identify and fix current experiences. Bring the customer perspective to the Digital leadership team, digital experience and business reviews. Establish strong partnerships with Digital leaders, business line leaders, and CX and UX practitioners across U.S. Bank. Develop a community of practice of digital CX and UX researchers. Lead a team of 10-15 CX research and design professionals.
COMPETENCIES: Customer Research – Ability to quickly glean insights from research and synthesize for business application. Understanding of research and analytics methods, and knowledge of where and when to apply them. Familiarity with both qualitative and quantitative methods of collecting feedbacks, and digital experience tracking tools such as Quantum and Adobe.
Strategy – Posses strong critical thinking skills. Knowledgeable of emerging industry trends be able to clearly envision and communicate the current and future digital needs for our customers. Must be able to deep dive into the details and the business while staying focused on the big picture and be able to connect the dots. Skilled at sizing and prioritizing investment opportunities/ initiatives based on estimated impact, ease of implementation and potential risk. Applies sound judgment to business and digital opportunities. Able to quickly integrate complex information and different points of view in problem solving exercises. Effectively probes for information critical to the decision at hand. Can quickly make effective decisions. Demonstrates new insights into situations.
Executing Results – Driven to drive from strategy to execution. Resilient and able to challenge the status quo; exhibits a mindset of creativity, innovation, and an energetic drive to succeed. Able to set and meet aggressive goals and action plans, both as an individual and with a team. Comfortable pivoting from macro to micro issues, from shaping the strategy and transformation agenda through to the day-to-day details of launching/piloting and activating new initiatives. Able to execute in a matrixed organization against multiple projects/workstreams and excel in a fast-paced environment with an evolving portfolio. Exhibits a highly disciplined approach to developing and executing initiatives that reflect the broader business objectives; able to incorporate key inputs from multiple stakeholder groups. Closely manages initiatives for impact.
Leading Team – A proven leader able to build, lead, motivate and retain a high performing team. Insightful about the talent the organization needs to be successful; recruits and develops people. Uses multiple methods to grow capability in the organization. Skillfully coaches and mentors’ others. Gets the best performance from people. Taps into people’s needs, interests and goals to motivate them to achieve. Inspires commitment from people and mobilizes teams toward high performance and goal achievement.
Building Relationships and Using Influence – Has exceptional influencing skills; adept at driving organizational change through partnership, collaboration and leadership rather than title or line authority. Ability to lead and execute by influence versus authority. Strong communications and interpersonal skills and executive presence; highly credible with senior executives while also able to connect and build trust-based relationships with stakeholders at all levels of an organization. Able to sell ideas inside and outside the organization. Gains commitment, trust and support from others by involving them in the thinking and the process. Exhibits both diplomacy and toughness during negotiations. Successfully guides the organization through change, while maintaining focus and intensity. Is viewed as a change agent and builds a shared vision for change. Decisive yet inclusive; able to challenge and defend positions in a respectful way.
Adaptability – Demonstrates appropriate flexibility in all situations. Works well under stress and pressure. Learns from both successes and failures. Bounces back fast from disappointments. Is persistent and stable, even during adversity. Is comfortable with ambiguity. Comfortable with taking risks to improve the business. Is neither risk averse nor reckless regarding risk-taking. Demonstrates prudent risk-taking. Open to risk-taking by others.
Executive Presence – Ability to communicate and present to the most senior levels of the organization.
QUALIFICATIONS: 15+ years’ Experience in strategy, experience design, digital product management or UX/ CX Deep knowledge of customer needs, with experience researching, designing and developing customer-centric experiences Excellent understanding of project management principles Proven leadership ability Ability to navigate and lead through a matrix Ability to set and manage priorities judiciously Previous experience leading business transformation Excellent leadership and relationship building skills Bachelor’s degree required; advanced degree preferred
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 company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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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.