Head of Consumer Bank Data Analytics, CX and Research

Job Description

At U.S. Bank, we are committed to advancing Consumer Banking through a customer‑first approach. We empower our customers with data‑driven insights and seamless, intuitive experiences that help them succeed in a rapidly evolving financial landscape. Our Consumer Banking organization is at the center of this transformation—leveraging advanced analytics, artificial intelligence, and customer‑centric research to shape the future of financial services.

U.S. Bank is seeking a senior leader within the Marketing, Analytics & Customer Experience (MACX) organization to support our Consumer Banking business. This role will provide strategic leadership and enterprise oversight for Consumer Banking‑aligned analytics, insights, customer experience (CX), and research functions. The leader will set strategy and drive execution across data analytics and customer insights to accelerate growth, enhance customer experiences, and inform product and pricing decisions.

The role requires translating complex data into actionable insights and compelling narratives that influence senior leadership and drive measurable business outcomes. Success depends on strong partnership with Consumer Banking Product, Marketing, Sales, Digital, and Technology teams to solve complex business problems through analytics, research, and CX insights. Operating within a centralized, highly accountable MACX model, the leader must balance driving change at pace with disciplined execution aligned to enterprise priorities.

• Lead end‑to‑end analytics across Consumer Banking to improve customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
• Define and implement KPIs, dashboards, and performance metrics aligned to business outcomes.
• Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics.
• Apply advanced statistical methods to analyze, synthesize, and interpret complex data.
• Ensure insights strategies align with Consumer Banking goals and expected outcomes.
• Present insights in clear, visually compelling formats for executive and business audiences.
• Identify, acquire, and manage data sources while ensuring data quality, governance, and security.

• Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer‑centric decision‑making.
• Map and analyze end‑to‑end customer journeys to identify opportunities to improve experiences across touchpoints.
• Design and lead qualitative and quantitative research to inform CX strategy, product innovation, and service improvements.
• Leverage VoC, CSAT, behavioral analytics, and journey insights to drive continuous CX improvement.
• Champion and partner on inner‑ and outer‑loop CX processes to ensure insights lead to action.
• Collaborate with Product, Marketing, Business Line, and Technology partners to optimize experiences and expand self‑service capabilities.

• Build, lead, and develop high‑performing teams of data scientists, analysts, CX strategists, and researchers.
• Serve as a trusted advisor and thought leader to senior and executive leadership.
• Align analytics and CX initiatives with enterprise and Consumer Banking strategies.
• Drive transformation initiatives focused on efficiency, scalability, and impact.
• Anticipate and respond quickly to changing market conditions, technologies, and customer expectations.
• Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning.

• 15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services.
• Master’s degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline.
• Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy.
• Strong knowledge of consumer banking products, including deposits, lending, payments, and digital services.
• Proficiency with analytics and visualization platforms such as Azure,…