Senior CX Insights Consultant

At U.S. Bank, we’re 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 at—all from Day One.

The Payments landscape continues to evolve, creating new opportunities to better serve customers and strengthen loyalty. As a Senior CX Insights Consultant – Payments
, you'll play a critical role in helping U.S. Bank understand customer needs, identify opportunities for improvement, and influence strategic decisions through data-driven insights. Leveraging Voice of Customer (VoC), behavioral, operational, and market data, you'll transform complex information into clear recommendations that shape products, journeys, and business strategies. This role offers the opportunity to partner directly with senior leaders, influence enterprise priorities, and drive customer experience improvements that deliver meaningful results for both our customers and our business.

• Lead end-to-end insights initiatives from discovery through recommendation and impact measurement.
• Analyze Voice of Customer (VoC), behavioral, operational, and market data to identify strategic opportunities and experience gaps.
• Translate complex findings into executive-level insights and recommendations.
• Quantify the business impact of customer experience challenges and improvement opportunities.
• Partner with Product, Design, Analytics, and Operations leaders to inform roadmap, prioritization, and investment decisions.
• Lead journey analysis, research synthesis, and cross-functional improvement initiatives.
• Drive customer-centered decision making through data, insights, and business storytelling.
• Mentor team members and contribute to CX insights best practices and capabilities.
• Participate in the identification, design, development, and implementation of assigned projects and initiatives.
• Interface with internal and external partners to ensure successful execution and delivery aligned to business objectives.

• Master's degree, or equivalent work experience
• 10 or more years of experience in project management activities
• Two or more years of managerial experience

• 10+ years of experience in customer experience, customer insights, analytics, consulting, or related fields.
• Deep knowledge of customer experience methodologies, Voice of Customer (VoC), journey analytics, and research techniques.
• Experience with CX measurement programs and platforms, including Qualtrics, NPS, CSAT, and CES.
• Strong executive communication and storytelling skills with the ability to influence senior leaders.
• Proven ability to translate insights into product, customer experience, and operational improvements at scale.
• Advanced analytical, problem-solving, and strategic thinking capabilities.
• Strong business acumen within payments, financial services, or related industries.
• Experience leading complex initiatives in a matrixed organization.
• Proficiency with PowerPoint, Excel, Power BI, Tableau, or similar visualization tools.
• Demonstrated leadership, collaboration, and stakeholder management skills.
• Expert knowledge of assigned business line or functional area.
• Strong organizational and analytical skills.
• Advanced project management capabilities.
• Excellent verbal and written communication skills.

• Drives strategic, insight-led decisions across Payments.
• Influences senior leaders and shapes business priorities.
• Delivers measurable improvements in customer experience and business outcomes.
• Serves as a trusted advisor and thought partner to stakeholders.
• Connects customer insights to product, operational, and business strategy.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to…