Digital Client Experience Support Leader

U.S. Bank•Minneapolis, MN

1d•Hybrid

About The Position

The Digital Client Experience Support Leader is a senior-level position responsible for building, leading, and operating a newly established team dedicated to supporting clients as they navigate U.S. Bank's digital platforms and services. This role sets the vision for the group, defines the standards for client engagement, and ensures the delivery of a best-in-class digital client experience. The leader will serve as the primary advocate for clients, shaping strategies that drive satisfaction and loyalty in an evolving digital landscape.

Requirements

Bachelor’s degree, or equivalent work experience
Typically eight or more years of relevant experience

Nice To Haves

Proven experience in a senior leadership role within digital client support, customer experience, or a related field.
Exceptional communication and collaboration skills, with demonstrated success working cross-functionally with diverse teams.
Ability to set strategic vision and translate it into actionable plans that elevate client experience.
Strong analytical skills, with a track record of integrating client feedback into continuous process improvement.
Agility and adaptability in dynamic environments, with experience updating processes and procedures to align with changing technologies and client expectations.

Responsibilities

Recruit, develop, and lead a high-performing team focused on digital client support and engagement.
Establish and communicate the vision for digital client experience, setting clear expectations for staff performance and service delivery.
Collaborate extensively with sales, product management, technology, fulfillment, and subject matter experts to ensure seamless client journeys and the integration of feedback into product and process enhancements.
Design, implement, and continuously update support procedures and processes to adapt to new digital features and functionalities.
Serve as the voice of the customer, collecting and analyzing client feedback to recommend and drive meaningful improvements across the organization.
Champion an agile and flexible approach to team operations, ensuring responsiveness to emerging client needs and digital trends.

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
incentive and recognition programs
equity stock purchase
pension