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.
Job Description
U.S. Bank is seeking a CX Insights Consultant - Operations to serve as the insights lead for the Contact Center channel within the Enterprise Analytics & Customer Experience (EACX) organization.
In this role, you will translate Voice of Customer and operational data into clear insight s, measurable business impact, and prioritized improvement opportunities , partnering closely with business line leaders and cross-functional stakeholders. This is a high-visibility, consultative role focused on influence, storytelling, and action.
What you'll do
Lead customer experience insights for the Contact Center channel
Analyze and report survey and experience data, identifying trends, key drivers, and meaningful changes
Synthesize qualitative and quantitative data into clear, compelling CX narratives
Identify customer pain points and root causes; quantify business impact
Deliver actionable and prioritized recommendations to improve customer experiences
Present insights and performance updates to senior leaders
Advocate for the customer in cross-functional discussions and decisions
Partner closely with business line, analytics, and operations stakeholders
Stay current on CX and VoC best practices; recommend enhancements to listening, reporting, and measurement
Participate in and support cross-functional initiatives and projects
Basic Qualifications
Bachelor's degree, or equivalent work experience
Eight to ten years of experience in project management activities
Preferred Qualifications
5-8 years of Voice of Customer / Customer Experience experience
Strong ability to synthesize insights from multiple data sources
Experience presenting insights and influencing stakeholders
Experience with Qualtrics or similar VoC platforms
Strong business acumen and analytical skills
Experience leading or contributing to cross-functional initiatives
Data visualization and storytelling experience
Excellent communication and presentation skills
Experience in banking, retail, manufacturing, or related industries
Agile experience
Proficiency with PowerPoint, Excel, and Word
Demonstrated leadership skills
Master's degree preferred
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 is not eligible for visa sponsorship.
If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Benefits:
Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
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
Review our full benefits available by employment status here (https://careers.usbank.com/global/en/benefits/us) .
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.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $105,400.00 - $124,000.00
U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.
