Customer Experience Manager for Merchant Payment Services

U.S. Bank • Los Angeles, CA

4d • Hybrid

About The Position

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 Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization. This includes establishing a clear & actionable roadmap of the customer experience opportunities for the highest-impact areas, engaging with business unit leaders to socialize and gain alignment, and ensuring organizational readiness to implement. Deep expertise in CX methodologies and exceptional communication and visualization skills to drive impactful change across the organization. This person will be required to communicate complex ideas using customer insights and data to successfully guide stakeholders to act upon those ideas. They need strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal experiences for customers.

Requirements

• Master's degree, or equivalent work experience
• 10 or more years of experience in project management activities
• Comprehensive to expert knowledge of assigned business function & technical skills.
• The incumbent is an expert in conducting end-to-end customer journey evaluations & managing customer experience projects.
• Advanced project planning and critical thinking skills with a demonstrated track record of implementing process improvement initiatives/tools/methodology.
• Advanced project management skills including the ability to organize programs of work, formulate recommendations, manage transition to delivery teams, and realize project implementation success.
• Highly skilled in the MS Office suite (Outlook, Excel Visio Project & PowerPoint

Nice To Haves

• Ability to navigate a large, complex & highly matrixed organization
• Five or more years of leadership experience in any capacity
• Ability to manage customer experience projects for assigned business line or for projects that cross multiple business lines.
• Ability to multitask, prioritize effectively, manage competing priorities, and comfortable working through ambiguity.
• Ability to distill complex subject matter into clear, concise, and actionable next steps.
• Excellent verbal and written communication skills; ability to story tell and present materials to senior business line leaders in an effective manner.
• Must be proficient in creating compelling and visually appealing presentations in Powerpoint that effectively communicate complex information. This role requires a keen eye for design, attention to detail, and the ability to convey messages clearly and concisely through visual aids.
• Proficient in developing data collection plans to support discovery and opportunity business cases.

Responsibilities

• Manage initiatives spanning multiple functions across Merchant Payment Services environments.
• Leverage customer experience improvement tools such as journey mapping, metrics, and core discovery methodology to design opportunities to improve the customer experience.
• Package insights into compelling narratives using high-quality PowerPoint visualizations that clearly convey complex information.
• Present findings and recommendations to executives and senior leaders with strong presentation skills that inspire action and alignment.
• Apply advanced CX techniques to identify and solve customer pain points.
• Investigate and determine root causes of customer experience pain points using customer and operational data and problem solve with CX and/or Business Line teams to identify solutions.
• Act as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems.
• Conduct data collection discovery, SME interviews, process mapping, and related gap analyses.
• Evaluate business area's existing day-to-day practices, analyzing root cause of complaints and gaps in service delivery to help define solutions which reduce complexity in processes or technology, increase productivity, reduce costs, and improve overall customer satisfaction.
• Incorporate insights from customer interviews and research to develop customer journey and identify pain points.
• Build relationships with partners by developing a shared vision of future state experiences; support groups and other key stakeholders to assess, implement & sustain continuous improvement projects and related solutions.
• Estimate project cost/benefit; developing a sound business case for the intended improvement.
• Identify success criteria and compelling problem statements for customer pain points.
• Manages activity and performance of the project evaluating overall performance of enhancements for benefit realization.
• Support the assessment, design, and transition of solution implementation accountability to Transformation delivery teams.
• Simplify and streamline business processes, enhance customer communications, and enable effective support/capabilities.
• Identify internal and/or external resources to ensure successful project completion.
• Define project timelines/activities to identify project goals, gain consensus on project steps, schedule audits/meetings with stakeholders, foster cooperation and involvement of the collective team.
• Prepares project status reports; makes alterations in project plan as needed.
• Prepare and socialize meaningful data insights & end-to-end experiences with business units
• Develop post-implementation listening posts & performance reporting to evaluate effectiveness of experience improvements.

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: Mid Level
• Number of Employees: 5,001-10,000 employees