Senior CX Analytics Consultant - Merchant Payment Services
About The Position
U.S. Bank is seeking a Data Analyst to support Merchant Payment Services (MPS), combining advanced analytical capability with a customer experience mindset. The role acquires and integrates data from multiple sources, applies statistical techniques and analytical tools, and translates complex findings into clear, actionable recommendations. It examines Voice of Customer (VoC), operational and behavioral data to identify trends, key drivers, root causes and measurable improvement opportunities across the MPS customer journey. The consultant partners with CX, Product, Operations, Technology and business stakeholders to design analyses, evaluate interventions, improve experience measurement and support evidence-based decisions. The role also develops reporting and dashboards, monitors the effects of recommendations, communicates analytical findings to stakeholders and senior leaders, and ensures data practices comply with company standards, controls and applicable governance requirements. The position requires working from a U.S. Bank location three or more days per week and is not eligible for visa sponsorship.
Requirements
- Bachelor's degree in a related field, or equivalent work experience.
- Five to seven years of statistical and/or data analytics experience.
Nice To Haves
- Strong proficiency in Python and SQL; experience with R, SAS, SPSS or other statistical software is beneficial.
- Hands-on experience designing, analyzing and interpreting A/B tests or other controlled experiments.
- Experience with advanced analytics or statistical methods, including regression, driver or relative-importance analysis, segmentation, forecasting and predictive modeling.
- Experience with Voice of Customer and customer experience measurement, including CSAT, NPS, CES, journey analytics, pain-point analysis or related approaches.
- Experience with Qualtrics or a similar VoC platform, including survey data extraction, preparation and analysis.
- Ability to combine survey, customer, operational, financial and behavioral data to quantify experience gaps and business impact.
- Strong data visualization and storytelling skills, with proficiency in Power BI or similar tools and advanced Excel and PowerPoint capabilities.
- Experience translating ambiguous business questions into structured analytical approaches and measurable hypotheses.
- Strong problem-solving, project management and cross-functional collaboration skills.
- Effective interpersonal, written and verbal communication skills, including the ability to influence stakeholders through evidence.
- Experience in payments, merchant acquiring, financial services or another complex, data-rich industry.
- Master’s degree in a quantitative, analytical or customer-focused discipline is a plus.
Responsibilities
- Acquire, integrate, validate and analyze large or complex datasets from customer, survey, operational, behavioral and business sources.
- Apply statistical methods to answer business questions, identify trends and patterns, assess relationships, and distinguish signal from noise.
- Design and evaluate A/B tests and other experiments, including hypothesis development, test design, statistical significance, interpretation and recommendations.
- Use Python, SQL and related analytical tools to prepare data, automate repeatable analyses and develop reproducible analytical workflows.
- Conduct advanced analyses such as driver analysis, segmentation, forecasting, predictive modeling, root-cause analysis and pain-point sizing, as appropriate.
- Analyze VoC and CX data to identify customer needs, experience gaps, satisfaction drivers and improvement opportunities across MPS journeys.
- Synthesize qualitative and quantitative inputs into clear, compelling insights and executive-ready narratives.
- Translate findings into prioritized recommendations that improve customer satisfaction, adoption, retention, efficiency or other business outcomes.
- Develop and enhance dashboards, visualizations and recurring reporting to make insights accessible and actionable.
- Measure and monitor implemented recommendations, identify emerging trends, and propose evidence-based adjustments.
- Partner with CX, Product, Operations, Technology, Data Science, Business Intelligence and business teams to provide a holistic view of performance and customer experience.
- Present analytical findings and recommendations to stakeholders and senior leaders, clearly communicating methods, assumptions, limitations and implications.
- Ensure data acquisition, use, sharing and analytical outputs comply with company standards, controls and applicable data-governance requirements.
- Stay current on analytics, experimentation, VoC and CX measurement practices and recommend enhancements to methods, tools and processes.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
