Service Experience Lead

U.S. Bank • Charlotte, NC

13d • Hybrid

About The Position

The Service Experience Studio (SES) is seeking a highly skilled customer experience strategy & journey analyst to support enterprise‑-scale initiatives by diagnosing customer pain points, mapping end‑-to‑-end customer journeys, and translating insights into executive‑-ready business cases. This role will partner closely with SES leadership and cross‑-functional stakeholders to lead customer journey mapping, root cause analysis, competitive benchmarking, and insight‑-to‑-action storytelling. The associate will play a critical role in helping SES move work from problem identification to clear, scalable solutions—earning a strong seat at the table on high‑-visibility initiatives.

Requirements

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

Nice To Haves

• Proven experience in customer journey mapping, CX strategy, or service design
• Strong root cause analysis and problem-solving skills
• Experience synthesizing qualitative and quantitative customer data into insights
• Excellent executive communication and storytelling skills
• Ability to work independently and lead workstreams with minimal direction
• Strong collaboration skills in cross-functional, matrixed environments
• Experience in financial services or regulated environments
• Prior work with VOC, complaints, or customer advocacy teams
• Experience supporting CAPEX-funded initiatives or investment cases
• Familiarity with enterprise CX frameworks and journey mapping methodologies
• Comfort presenting to VP-level and senior leadership audiences

Responsibilities

• Diagnose customer pain points
• Map end-to-end customer journeys
• Translate insights into executive-ready business cases
• Lead customer journey mapping
• Conduct root cause analysis
• Perform competitive benchmarking
• Develop insight-to-action storytelling

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: Senior