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U.S. Bank Customer Experience Strategy Leader in Raleigh, North Carolina

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 DescriptionGENERAL SUMMARY: Identify, design, and develop customer experience improvements for the RPS and Elavon Payment Services Organization. This includes establishing a clear & actionable roadmap of the customer experience opportunities for the highest-impact experiences, engaging business unit leaders to socialize and gain commitment, and ensuring successful and timely completion in accordance with user needs.

ESSENTIAL FUNCTIONS: Leverages customer experience assessment listening posts, operational metrics, and core discovery methodology to discern opportunities to improve the customer experience.

Develop succinct and compelling problem statements for customer pain points.

Conduct data collection discovery, SME interviews, process mapping, and related gap analyses.

Evaluate business area’s existing day-to-day practices, analyzing root cause and identifying improvement opportunities to help define solutions which reduce complexity, improve customer experience, increase productivity, reduce costs, and enhance employee engagement.

Interview users to understand the customer journey as-is, solve for customer pain points, and develop to-be customer journey recommendations to close gaps.

Build relationships/partners with business lines and functions, subject matter experts, support groups, and other key stakeholders to assess, improve, and implement continuous improvement projects and related solutions.

Estimate project cost/benefit; developing a sound business case for the intended improvement.

Manages performance of the project, evaluating overall performance of enhancements, for benefit realization.

Additional Responsibilities Support the assessment, design, and transition solution implementation accountability to Transformation delivery teams.

Manage initiatives spanning multiple functions across RPS Card Issuance and/or Elavon Acquisition environments.

Simplify and streamline business processes, enhance customer communications, and enable people support/capabilities.

Identify internal and/or external resources to ensure successful project completion.

Direct and monitor project activity for an assigned functional area.

Drive meeting routines and activities to identify project goals, gains consensus on project steps, schedule, and estimates project costs; fosters cooperation and involvement of the collective team.

Prepares project status reports; makes alterations in project plan as needed.

Qualifications

Basic Qualifications: Master's degree, or equivalent work experience 10+ years of experience in project management and/or process improvement and/or continuous improvement activities

Required Skills and Experience Project Size: Responsible for managing project activity for assigned business line or for projects that crosses several business lines. Typically works with senior business line management to formulate project scope.

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.

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.

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. Pay Range: $95,370.00 - $112,200.00 - $123,420.00

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.

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