SVP - WCIB Data Analytics, CX and Research

U.S. Bank • Minneapolis, MN

9d

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 At U.S. Bank, we are committed to advancing Wealth, Commercial and Institutional Banking through a customer-first approach. We empower our clients with data-driven insights and seamless experiences that help them succeed in a rapidly evolving financial landscape. Our Wealth, Commercial and Institutional Banking organization sits at the center of this transformation—leveraging advanced analytics, artificial intelligence, predictive modeling, and customer-centric research to shape the future of financial services. U.S. Bank is seeking a senior leader within the Marketing, Analytics & Customer Experience (MACX) organization to support our Wealth, Commercial and Institutional Banking business. This role provides enterprise-level leadership and oversight for insights and analytics, customer experience (CX), and research functions aligned to these businesses. This leader will set strategy and drive execution across data analytics, customer insights, and CX initiatives—using insights to accelerate growth, influence product and pricing strategy, and improve customer acquisition, engagement, servicing, and retention. The role requires translating complex data into actionable recommendations and compelling executive narratives that inform strategic decision-making. The individual will oversee customer, product, and journey analytics to generate insights that directly support business-unit priorities. A key focus will be building and scaling advanced analytical capabilities, including predictive models, segmentation frameworks, and product and pricing models. In addition, this leader will oversee Voice of Customer (VoC) and customer listening programs, helping internal partners deeply understand and act on client needs and experiences. Success in this role requires close partnership with multiple business lines and functions—including Product, Marketing, Sales, Digital, and Technology—to solve complex business problems through analytics, research, and CX insights. As U.S. Bank continues to enhance client service, build new capabilities, and drive efficiency, this leader must be comfortable operating in a centralized, highly accountable environment while leading meaningful change at pace. Wealth, Commercial and Institutional & Business Banking (CBB) is a national leader in deposits, lending, mortgage origination and servicing, and small business banking. The organization continues to innovate while maintaining its position as the fifth-largest commercial bank in the United States and one of the best places to work.

Requirements

• 15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services.
• Master’s degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline.
• Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy.
• Strong knowledge of Wealth, Commercial and Institutional banking products, including lending, payments, and services for small to mid-sized businesses.
• Proficiency with analytics and visualization tools such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar platforms.
• Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies.
• Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs and emotions.
• Strategic mindset with exceptional leadership, communication, and stakeholder management skills.
• Advanced capability to lead organizational change across people, culture, technology, and processes.
• Strong understanding of the marketing technology ecosystem and applied statistical concepts.
• Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships.

Responsibilities

• Lead end-to-end analytics across Wealth, Commercial and Institutional Banking to drive customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
• Define and implement KPIs, dashboards, and performance metrics that inform decision-making and measure business impact.
• Apply advanced statistical methods and analytics using tools such as SAS, SQL, Python, R, and similar platforms.
• Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics to support strategic decisions.
• Translate complex analyses into clear, visually compelling insights for executive and business audiences.
• Identify, evaluate, and manage data sources; partner with data providers; ensure data quality, security, and infrastructure integrity.
• Align analytics strategies and outputs to business objectives and expected outcomes.
• Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer-centric decision-making.
• Map and analyze end-to-end customer journeys to identify opportunities to improve experiences across channels and touchpoints.
• Design and lead qualitative and quantitative research, including surveys and studies, to inform CX strategy and innovation.
• Leverage VoC, CSAT, behavioral data, and journey analytics to enhance service offerings and product experiences.
• Champion and partner on inner- and outer-loop CX processes to ensure insights drive action.
• Collaborate with Product, Marketing, Business Line, and Technology teams to optimize experiences, expand self-service, and streamline journeys.
• Build, lead, and develop a high-performing team of data scientists, analysts, CX strategists, and researchers, fostering innovation and continuous learning.
• Serve as a trusted advisor and thought leader to senior executives, influencing enterprise and line-of-business strategy through insights.
• Develop and execute strategic plans, including goal setting, target segmentation, resource allocation, and performance monitoring.
• Drive transformation initiatives focused on efficiency, scalability, and impact.
• Proactively identify challenges, develop innovative solutions, and adapt quickly to changing market conditions, technologies, and customer expectations.
• Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning.

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: Executive