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U.S. Bank Customer Experience Insights Analyst in St. Paul, 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 DescriptionAt 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.

The Digital Customer Experience team works to deliver insights to support U.S. Bank’s journey to be a leading, customer-centric organization. The Customer Experience Insights Analyst role supports the Digital measurement program to drive action through insights. The team functions as an enterprise resource to create, analyze, synthesize, and socialize customer insights with our various internal partners. The position will be responsible for telling a holistic story, by aligning CX insights with other critical information (e.g., operational and financial metrics, behavioral observation, UX, etc.) in a compelling and powerful fashion. The team uses customer feedback, surveys and activity data to identify customer pain points and opportunities for differentiation. Our role is to advocate for consumers by providing compelling business cases, making actionable recommendations, driving solutions where we own the experience, and collaborating with teams across U.S. Bank to implement changes in people, products, processes, systems and policies to drive the most customer centric experience. Responsibilities: Act as an enterprise Customer Experience subject matter expert for a line of business and/or channel managing loyalty/customer satisfaction tracking studies Increase the effectiveness of our Digital CX program by growing our information sources and providing timely, insightful analysis and actionable recommendations to profile and define market, channel, and/or segment opportunities Lead quantitative customer survey tracking programs, analysis of secondary and database sources, including building out measurement programs through the customer lens and refreshing programs as needed to provide a more holistic assessment of the bank Create, implement, and distribute ad-hoc surveys based on internal stakeholder objectives. Monitor metrics/dashboards/reports to identify trends and track the impact of key initiatives Direct market research vendors focused on creating insight through a variety of analysis efforts, including, but not limited to, text analytics, speech analytics, syndicated research, transaction and end-to-end experience research Liaise with our business partners across the enterprise to provide them with the necessary data and insight to consistently measure our products, processes and experiences Create compelling business cases and recommendations that drive action and support business decisions through the effective use of data, customer insight and analysis Use Voice of the Customer to inform our efforts to align and prioritize opportunities with our brand promise and purpose Participate in cross-channel projects and teams to ensure we are supporting these efforts and up to speed with potential upstream/downstream activities Stay abreast of leading edge customer experience measurement techniques and capabilities

Qualifications Basic Qualifications Bachelor's Degree 2-5-years in a market research and/or consumer insights role within a corporate environment or in a marketing research agency Experience building and analyzing survey data via survey platforms (Qualtrics, Medallia, Confirmit, etc.) and/or analysis tools (SPSS, Tableau, etc.)

Preferred Skills/Experience Financial services and/or Digital experience Experience with quantitative and/or loyalty (CSAT, NPS, Effort Score) market research techniques Demonstrated ability to analyze, interpret, and effectively communicate research findings and implications to non-researchers Innately curious, creative, and analytical

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.

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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