CX Insights Consultant – Payments

U.S. Bank • Minneapolis, MN

5d • Hybrid

About The Position

At U.S. Bank, we're committed to creating customer experiences that are simple, seamless, and impactful. As a CX Insights Consultant – Payments, you'll transform customer feedback, behavioral trends, and operational data into actionable insights that drive meaningful improvements across the Payments experience. Working closely with Product, Operations, Analytics, and CX partners, you'll identify customer pain points, uncover opportunities, and provide recommendations that influence business decisions and improve customer outcomes.

Requirements

• Bachelor's degree, or equivalent work experience
• Eight to ten years of experience in project management activities

Nice To Haves

• 8+ years of experience in customer experience, customer insights, analytics, or related fields.
• Experience with Voice of Customer (VoC) programs and platforms such as Qualtrics.
• Knowledge of CX metrics including NPS, CSAT, and CES.
• Strong analytical, problem-solving, and data interpretation skills.
• Ability to synthesize multiple data sources into meaningful insights and recommendations.
• Experience creating executive-ready presentations and business narratives.
• Proficiency with PowerPoint, Excel, Power BI, Tableau, or similar visualization tools.
• Strong communication, collaboration, and stakeholder management skills.
• Experience within financial services, payments, or related industries preferred.
• Master's degree preferred.

Responsibilities

• Analyze customer, operational, and Voice of Customer (VoC) data to identify trends, root causes, and opportunities.
• Translate qualitative and quantitative findings into clear, actionable insights.
• Identify customer pain points and quantify business impact.
• Deliver recommendations that improve customer satisfaction, adoption, and operational efficiency.
• Support customer journey analysis, research activities, and experience measurement efforts.
• Develop reports, dashboards, presentations, and executive-ready materials.
• Partner across Product, Operations, Analytics, and CX teams to drive customer-focused improvements.
• Advocate for the customer perspective in decision-making and prioritization discussions.

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