Branch and Small Business Capabilities Experience Manager

U.S. Bank • Concord, CA

1d • $139,230 - $163,800 • Hybrid

About The Position

Join the Branch & Small Business Banking (BSBB) Platforms & Capabilities team to shape the future of banker technology from within the business. This senior individual contributor role provides strategic leadership for banker-facing platforms, tools, equipment, and digital experiences that drive growth, improve efficiency, reduce risk, and enhance both client and employee experiences. The Capability Experience Manager owns the end-to-end experience for assigned capabilities, defining the future-state vision and multi-year roadmap that connects business strategy to execution while ensuring technology investments deliver measurable business value. The role provides strategic leadership across a complex ecosystem of banker-facing applications, hardware, peripherals, and supporting technologies, driving seamless experiences that improve banker effectiveness, reduce operational friction, and simplify day-to-day operations. Leveraging deep expertise in banker workflows, technology enablement, and emerging innovations, the Capability Experience Manager translates frontline and business needs into actionable strategies and solutions. Through data-driven decision making, cross-functional partnership, and continuous focus on colleague experience, this role drives adoption, removes banker pain points, reduces support demand, and delivers measurable business and operational outcomes across the enterprise.

Requirements

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

Nice To Haves

• Significant experience leading business strategy, capability management, product ownership, platform management, or business technology initiatives.
• Deep understanding of branch banking operations, frontline workflows, banker experience, and technology enablement.
• Proven ability to diagnose and resolve complex experience challenges across hardware, software, and operational processes, driving enterprise-scale improvements that enhance banker effectiveness, reduce support demand, and improve business outcomes.
• Proven ability to influence strategic decisions and drive complex cross-functional initiatives without direct authority.
• Experience developing multi-year roadmaps, investment strategies, business cases, and value realization frameworks.
• Strong understanding of artificial intelligence, automation, machine learning, and digital assistant technologies, with the ability to translate emerging capabilities into practical business applications and measurable outcomes.
• Demonstrated success leveraging data, analytics, customer insights, and employee feedback to drive prioritization and decision-making.
• Exceptional communication, facilitation, and executive presentation skills with the ability to influence senior leaders.
• Strong analytical, problem-solving, and decision-making skills.
• Proven ability to lead change, manage ambiguity, and deliver results in a highly matrixed environment.
• Demonstrated commitment to U.S. Bank's values of integrity, collaboration, accountability, and respect.

Responsibilities

• Define and champion the strategic vision, future-state experience, and long-term evolution of banker-facing platforms, tools, equipment, and capabilities.
• Own the end-to-end colleague experience across assigned domains, ensuring solutions are intuitive, scalable, efficient, and aligned to business and client needs.
• Serve as the business leader and advocate for frontline employees, ensuring their needs are represented
• Identify and evaluate emerging technologies, industry trends, and innovation opportunities to enhance banker effectiveness and client engagement.
• Develop, maintain, and govern 12–36 month capability roadmaps aligned to enterprise priorities and business objectives.
• Translate complex business, operational, compliance, and customer needs into clear demand for Digital and Technology partners.
• Establish success metrics and value realization plans to ensure technology investments deliver measurable business, operational, experience, and financial outcomes.
• Influence investment decisions through development of business cases and value propositions supporting growth, optimization, risk reduction, and experience improvements.
• Partner with leadership teams to evaluate tradeoffs, prioritize opportunities, and align technology investments with strategic goals.
• Own business requirements and capability outcomes from concept through implementation.
• Lead the definition, documentation, and refinement of business requirements, process flows, and future-state experiences to support solution design and delivery.
• Collaborate with cross-functional teams including Product, Digital, Technology, Operations, Compliance, Risk, and Analytics to ensure successful execution.
• Provide strategic guidance throughout delivery, helping resolve complex issues, balancing competing priorities, and ensuring solutions achieve intended outcomes.
• Act as the accountable business representative for assigned capabilities during planning, development, testing, implementation, and adoption.
• Analyze experience, operational metrics, usage trends, feedback, and performance data to identify opportunities for improvement.
• Leverage banker feedback, support data, and frontline experience insights to identify and eliminate pain points across applications, hardware, peripherals, and operational processes, improving productivity, reducing friction, and enhancing the colleague experience.
• Establish meaningful success measures and track adoption, business results, operational improvements, and experience outcomes.
• Drive continuous improvement initiatives that increase effectiveness, simplify workflows, and enhance the employee experience.
• Analyze help desk contacts, support trends, defects, and root causes to identify systemic opportunities that reduce support volume, improve stability, and simplify the banker experience.
• Identify and lead adoption of AI-enabled capabilities that simplify banker workflows, reduce manual effort, accelerate client interactions, and improve decision-making.
• Partner with enterprise AI, data, and technology teams to incorporate responsible AI solutions into branch and small business banking experiences.
• Lead cross-functional initiatives that modernize banker experiences across software, hardware, and peripheral ecosystems, driving business growth, productivity, and operational efficiency.
• Champion a culture of innovation, continuous learning, and data-driven decision making.
• Influence stakeholders across multiple organizations to align priorities, build consensus, and drive enterprise outcomes.
• Serve as a thought leader and trusted advisor on banker technology strategy, capability development, and experience design.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior