Customer Experience Insights Consultant – Business Banking

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.

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Customer Experience Insights Consultant – Business Banking

We are seeking a detail-oriented and collaborative Customer Experience Insights Consultant to support Business Banking initiatives by translating customer data and feedback into actionable insights.

In this role, you will partner with cross-functional teams to understand customer needs, identify trends, and support the execution of initiatives that enhance the overall client experience. You will bring structure and clarity to complex data, enabling teams to make informed, customer-centric decisions.

The ideal candidate is analytical, curious, and execution-focused—able to connect data to measurable outcomes while effectively influencing a diverse set of stakeholders.

• Analyze customer data, feedback, and behavioral trends to generate insights that support Business Banking initiatives
• Partner with stakeholders across business, product, and operations teams to translate insights into clear, actionable recommendations
• Support the execution of customer experience initiatives by providing data-driven guidance and tracking outcomes
• Develop and maintain reporting, dashboards, and presentations that communicate customer insights and performance metrics
• Identify patterns, risks, and opportunities within customer data and escalatethe findings as appropriate
• Synthesize qualitative and quantitative data to uncover root causes and prioritize improvement opportunities
• Collaborate with cross-functional teams to refine processes, improve data usability, and enhance reporting capabilities
• Ensure accuracy, consistency, and integrity across data analysis, reporting, and documentation
• Contribute to continuous improvement efforts that enhance customer experience and operational efficiency

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

• Experience analyzing customer experience (CX), client journeys, or Voice of Customer (VoC) data, including familiarity with platforms such as Qualtrics or similar tools
• Strong analytical skills with the ability to interpret large, complex datasets across multiple sources and identify meaningful trends and drivers
• Advanced data visualization skills (e.g., Tableau, Power BI), with the ability to deliver clear, executive-ready storytelling
• Demonstrated ability to integrate qualitative and quantitative insights to develop a holistic view of the customer experience
• Experience connecting customer insights to financial and operational metrics (e.g., growth, retention, efficiency)
• Ability to design analytical frameworks and measurement approaches that support decision-making and prioritization
• Experience performing diagnostic or predictive analyses to identify key drivers, risks, and opportunity areas
• Proven ability to translate complex data into concise, actionable recommendations for diverse audiences
• Strong collaboration skills with experience working across cross-functional teams
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment
• High attention to detail with a focus on accuracy and consistency

• Opportunity to influence customer-focused initiatives that directly impact Business Banking clients
• High visibility across cross-functional stakeholders and programs
• A role that blends analytics, storytelling, and execution to drive measurable business outcomes

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…