VP - Experience Strategy

U.S. Bank • Minneapolis, MN

4d • Onsite

About The Position

This leadership position is responsible for driving innovative solutions and capabilities across engage and retain portions of the consumer card experience. Responsibilities include clear articulation of customer insights and market trends, data driven decision making, solutioning across multiple platforms, partners, and products, and driving innovative new experiences that will improve our market position, customer satisfaction and engagement. Responsibilities span our Retail Payment Solutions lines of business and include both debit and credit card within U.S. Bank Brand, Elan agent FI business and our co-brand/partner businesses. In addition, this position will be the primary point of contact for critical strategic initiatives relating card experience, will provide leadership for critical cross business initiatives and partner with PCS Operations teams to deliver innovative, customer-focused, and compelling improvements. Specifically, this leader will: Define CX strategy for critical customer journeys Design, test end iterate improvement initiatives Demonstrate the ability to develop and lead a multi-faceted growth strategy effectively and efficiently, with the right balance of customer-focus, innovation, and profitability Serve as a ‘thought leader’ around consumer insights and competitive trends associated with card engagement Have a keen understanding of underlying business drivers, with the ability to drive strategy in partnership with lines of business and operations Help drive PCS digital experience investments, priorities, and results

Requirements

• 6 or more years of experience Customer Experience, Customer Insights or a related field
• Masters Degree or equivalent
• Strong customer focus with demonstrated creative thinking and innovation in the financial services space
• Highly polished written and oral presentation skills
• Strong facilitation skills
• Ability to work in a matrixed organization

Nice To Haves

• Seasoned leader with increasing card management, product management, product development responsibility
• Credit card partnership experience (in the retail co-brand space)
• Expert 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
• Credit Card product experience

Responsibilities

• Define CX strategy for critical customer journeys
• Design, test end iterate improvement initiatives
• Demonstrate the ability to develop and lead a multi-faceted growth strategy effectively and efficiently, with the right balance of customer-focus, innovation, and profitability
• Serve as a ‘thought leader’ around consumer insights and competitive trends associated with card engagement
• Have a keen understanding of underlying business drivers, with the ability to drive strategy in partnership with lines of business and operations
• Help drive PCS digital experience investments, priorities, and results

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