Service Lead

Customer Experience Strategy & Journey Analyst

The Service Experience Studio (SES) is seeking a highly skilled customer experience strategy & journey analyst to support enterprise-scale initiatives by diagnosing customer pain points, mapping end-to-end customer journeys, and translating insights into executive-ready business cases.

This role will partner closely with SES leadership and cross-functional stakeholders to lead customer journey mapping, root cause analysis, competitive benchmarking, and insight-to-action storytelling. The associate will play a critical role in helping SES move work from problem identification to clear, scalable solutions—earning a strong seat at the table on high-visibility initiatives.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Eight to ten years of experience in project management activities

Preferred Skills/Experience

• Proven experience in customer journey mapping, CX strategy, or service design
• Strong root cause analysis and problem-solving skills
• Experience synthesizing qualitative and quantitative customer data into insights
• Excellent executive communication and storytelling skills
• Ability to work independently and lead work streams with minimal direction
• Strong collaboration skills in cross-functional, matrixed environments

Preferred Qualifications

• Experience in financial services or regulated environments
• Prior work with VOC, complaints, or customer advocacy teams
• Experience supporting CAPEX-funded initiatives or investment cases
• Familiarity with enterprise CX frameworks and journey mapping methodologies
• Comfort presenting to VP-level and senior leadership audiences

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 work outside the office location for the other days.

This position requires attendance at one of the following locations:

NC
- Charlotte/ AZ-Tempe/ MN-St Paul/ OR-Gresham / ND-Fargo

Benefits:

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

Pay Range: $98,175.00 - $