CX Insights Consultant – Payments

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're committed to creating customer experiences that are simple, seamless, and impactful. As a CX Insights Consultant – Payments, you'll transform customer feedback, behavioral trends, and operational data into actionable insights that drive meaningful improvements across the Payments experience.

Working closely with Product, Operations, Analytics, and CX partners, you'll identify customer pain points, uncover opportunities, and provide recommendations that influence business decisions and improve customer outcomes.

Key Responsibilities

• Analyze customer, operational, and Voice of Customer (VoC) data to identify trends, root causes, and opportunities.
• Translate qualitative and quantitative findings into clear, actionable insights.
• Identify customer pain points and quantify business impact.
• Deliver recommendations that improve customer satisfaction, adoption, and operational efficiency.
• Support customer journey analysis, research activities, and experience measurement efforts.
• Develop reports, dashboards, presentations, and executive-ready materials.
• Partner across Product, Operations, Analytics, and CX teams to drive customer-focused improvements.
• Advocate for the customer perspective in decision-making and prioritization discussions.

Basic Qualifications

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

Preferred Skills/Experience

• 8+ years of experience in customer experience, customer insights, analytics, or related fields.
• Experience with Voice of Customer (VoC) programs and platforms such as Qualtrics.
• Knowledge of CX metrics including NPS, CSAT, and CES.
• Strong analytical, problem-solving, and data interpretation skills.
• Ability to synthesize multiple data sources into meaningful insights and recommendations.
• Experience creating executive-ready presentations and business narratives.
• Proficiency with PowerPoint, Excel, Power BI, Tableau, or similar visualization tools.
• Strong communication, collaboration, and stakeholder management skills.
• Experience within financial services, payments, or related industries preferred.
• Master's degree preferred.

What Success Looks Like

• Delivers insights that influence business decisions.
• Identifies meaningful customer experience improvements supported by data.
• Builds strong partnerships and credibility with stakeholders.
• Connects customer feedback to measurable business outcomes.
• Champions the voice of the customer across the organization.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This position is not eligible for visa sponsorship.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $105,400.00 - $124,000.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.