CX Insights Consultant – Operations
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. 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 insights, 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.
Requirements
- Bachelor’s degree, or equivalent work experience
- Eight to ten years of experience in project management activities
Nice To Haves
- 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
Responsibilities
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
