Job Description
Join U.S. Bank as we strive to support our customers and communities in making smart financial decisions. We're committed to fostering an inclusive workplace where every individual’s potential is recognized. A career with U.S. Bank presents a broad range of opportunities for growth and discovery, from day one!
About the Position
As the Vice President of Customer Experience and Research in Payments, you will play a crucial role in shaping our Payments customer experience strategy. This leadership position involves transforming comprehensive customer and market insights into impactful product, experience, and operational enhancements.
This role requires leading a team of customer experience and research professionals while serving as the enterprise authority on customer intelligence for PCS. Your ongoing analysis of internal performance metrics, customer feedback, and market trends will guide necessary evolutions in our offerings to exceed customer expectations in a competitive landscape.
Key Responsibilities
• Research & Insight Strategy: Develop and lead the comprehensive customer experience research and insights strategy. Create a forward-looking agenda aligned with business objectives, involving qualitative and quantitative methodologies for exploring customer needs and adoption drivers.
• Customer Experience Measurement: Oversee the establishment of customer experience measurement frameworks, ensuring alignment with business outcomes. Collaborate with analytics teams to integrate various metrics into a unified performance framework.
• Industry Intelligence: Stay updated on payments and fintech trends, benchmarking PCS performance against industry standards and identifying future opportunities for improvement.
• Enable Insight-to-Action: Work closely with cross-functional leaders to embed customer insights into product strategies and enhance customer journeys based on evidence.
• Team Leadership: Lead and mentor a talented team of researchers and insight professionals, fostering a culture of curiosity and customer advocacy.
• Executive Influence: Act as a trusted advisor to senior leaders, converting complex insights into clear narratives that drive strategic action and investment.
Qualifications
• Bachelor's degree or equivalent experience; a Master's degree is preferred.
• 10+ years of leadership experience in customer experience or related fields, successfully translating insights into actionable outcomes.
Preferred Experience:
• In-depth understanding of the payments or financial services sector.
• Skill in influencing across large organizations and exceptional communication abilities.
• Experience in leading research for consumer and small business financial products.
• Proficiency in agile product development and user-centered design.
Work Arrangement: This position offers a hybrid schedule, requiring in-office attendance of 3 or more days per week.
At U.S. Bank, we prioritize the well-being of our employees with comprehensive benefits aimed at maintaining health, financial security, and overall peace of mind. Join us in creating lasting impact and driving change!
About the Position
As the Vice President of Customer Experience and Research in Payments, you will play a crucial role in shaping our Payments customer experience strategy. This leadership position involves transforming comprehensive customer and market insights into impactful product, experience, and operational enhancements.
This role requires leading a team of customer experience and research professionals while serving as the enterprise authority on customer intelligence for PCS. Your ongoing analysis of internal performance metrics, customer feedback, and market trends will guide necessary evolutions in our offerings to exceed customer expectations in a competitive landscape.
Key Responsibilities
• Research & Insight Strategy: Develop and lead the comprehensive customer experience research and insights strategy. Create a forward-looking agenda aligned with business objectives, involving qualitative and quantitative methodologies for exploring customer needs and adoption drivers.
• Customer Experience Measurement: Oversee the establishment of customer experience measurement frameworks, ensuring alignment with business outcomes. Collaborate with analytics teams to integrate various metrics into a unified performance framework.
• Industry Intelligence: Stay updated on payments and fintech trends, benchmarking PCS performance against industry standards and identifying future opportunities for improvement.
• Enable Insight-to-Action: Work closely with cross-functional leaders to embed customer insights into product strategies and enhance customer journeys based on evidence.
• Team Leadership: Lead and mentor a talented team of researchers and insight professionals, fostering a culture of curiosity and customer advocacy.
• Executive Influence: Act as a trusted advisor to senior leaders, converting complex insights into clear narratives that drive strategic action and investment.
Qualifications
• Bachelor's degree or equivalent experience; a Master's degree is preferred.
• 10+ years of leadership experience in customer experience or related fields, successfully translating insights into actionable outcomes.
Preferred Experience:
• In-depth understanding of the payments or financial services sector.
• Skill in influencing across large organizations and exceptional communication abilities.
• Experience in leading research for consumer and small business financial products.
• Proficiency in agile product development and user-centered design.
Work Arrangement: This position offers a hybrid schedule, requiring in-office attendance of 3 or more days per week.
At U.S. Bank, we prioritize the well-being of our employees with comprehensive benefits aimed at maintaining health, financial security, and overall peace of mind. Join us in creating lasting impact and driving change!
💡 Quick Summary
Seeking a career-building opportunity? The Vice President of Customer Experience and Research in Payments position is now open for candidates interested in the Operations Executive Jobs sector. This role in Atlanta offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
