CX Program Manager

U.S. Bank • Minneapolis, MN

10d • 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 U.S. Bank is seeking a Customer Experience (CX) Program Manager to manage Voice of the Customer (VOC) programs for the bank’s contact centers and branches. This individual contributor role within the Client Feedback & Analytics team is responsible for all aspects of customer satisfaction measurement efforts and ensuring that VOC insights translate into meaningful business action. We're seeking someone who has: Quantitative research design and analysis experience across Voice of the Customer / customer experience measurement programs Solid knowledge of analytic tools and techniques (statistics, Qualtrics, Tableau or similar tools) used to measure, analyze, and communicate customer satisfaction outcomes Ability to synthesize data and identify and communicate meaningful insights Talent for understanding complex processes and systems and ability to troubleshoot and problem solve Ability to partner across disparate parts of the organization to achieve common goals Ability to identify and resolve data integrity challenges or issues to ensure accurate, reliable measurement and reporting Experience leading complex cross-functional projects and managing competing priorities in a matrixed environment Strong project management, organizational and analytical skills with strong attention to detail Excellent verbal and written communication skills with the ability to tailor messaging to varied audiences Well-developed business acumen and experience working in a large, complex organization Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance Customer-centric mindset, serving both internal and external customers

Requirements

• Quantitative research design and analysis experience across Voice of the Customer / customer experience measurement programs
• Solid knowledge of analytic tools and techniques (statistics, Qualtrics, Tableau or similar tools) used to measure, analyze, and communicate customer satisfaction outcomes
• Ability to synthesize data and identify and communicate meaningful insights
• Talent for understanding complex processes and systems and ability to troubleshoot and problem solve
• Ability to partner across disparate parts of the organization to achieve common goals
• Ability to identify and resolve data integrity challenges or issues to ensure accurate, reliable measurement and reporting
• Experience leading complex cross-functional projects and managing competing priorities in a matrixed environment
• Strong project management, organizational and analytical skills with strong attention to detail
• Excellent verbal and written communication skills with the ability to tailor messaging to varied audiences
• Well-developed business acumen and experience working in a large, complex organization
• Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance
• Customer-centric mindset, serving both internal and external customers
• Bachelor's degree, or equivalent work experience
• Five to eight years of experience in project management activities

Nice To Haves

• Advanced knowledge of assigned business line or functional area
• Demonstrated management and leadership skills
• Strong organizational and analytical skills
• Advanced knowledge of project management
• Ability to identify and resolve exceptions and to analyze data
• Excellent verbal and written communication skills

Responsibilities

• Participates in the identification, design, development and implementation of assigned projects.
• Assigned projects may be general or systems related in nature.
• Interfaces with internal and external resources to ensure successful and timely completion in accordance with user needs.
• Participates in training users and evaluating the project.
• Manages performance of the project team and evaluates overall team performance.

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