Senior 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

The Payments landscape continues to evolve, creating new opportunities to better serve customers and strengthen loyalty. As a Senior CX Insights Consultant – Payments, you'll play a critical role in helping U.S. Bank understand customer needs, identify opportunities for improvement, and influence strategic decisions through data-driven insights.

Leveraging Voice of Customer (VoC), behavioral, operational, and market data, you'll transform complex information into clear recommendations that shape products, journeys, and business strategies. This role offers the opportunity to partner directly with senior leaders, influence enterprise priorities, and drive customer experience improvements that deliver meaningful results for both our customers and our business.

Key Responsibilities

• Lead end-to-end insights initiatives from discovery through recommendation and impact measurement.
• Analyze Voice of Customer (VoC), behavioral, operational, and market data to identify strategic opportunities and experience gaps.
• Translate complex findings into executive-level insights and recommendations.
• Quantify the business impact of customer experience challenges and improvement opportunities.
• Partner with Product, Design, Analytics, and Operations leaders to inform roadmap, prioritization, and investment decisions.
• Lead journey analysis, research synthesis, and cross-functional improvement initiatives.
• Drive customer-centered decision making through data, insights, and business storytelling.
• Mentor team members and contribute to CX insights best practices and capabilities.
• Participate in the identification, design, development, and implementation of assigned projects and initiatives.
• Interface with internal and external partners to ensure successful execution and delivery aligned to business objectives.

Basic Qualifications

• Master's degree, or equivalent work experience
• 10 or more years of experience in project management activities
• Two or more years of managerial experience

Preferred Skills/Experience

• 10+ years of experience in customer experience, customer insights, analytics, consulting, or related fields.
• Deep knowledge of customer experience methodologies, Voice of Customer (VoC), journey analytics, and research techniques.
• Experience with CX measurement programs and platforms, including Qualtrics, NPS, CSAT, and CES.
• Strong executive communication and storytelling skills with the ability to influence senior leaders.
• Proven ability to translate insights into product, customer experience, and operational improvements at scale.
• Advanced analytical, problem-solving, and strategic thinking capabilities.
• Strong business acumen within payments, financial services, or related industries.
• Experience leading complex initiatives in a matrixed organization.
• Proficiency with PowerPoint, Excel, Power BI, Tableau, or similar visualization tools.
• Demonstrated leadership, collaboration, and stakeholder management skills.
• Expert knowledge of assigned business line or functional area.
• Strong organizational and analytical skills.
• Advanced project management capabilities.
• Excellent verbal and written communication skills.

What Success Looks Like

• Drives strategic, insight-led decisions across Payments.
• Influences senior leaders and shapes business priorities.
• Delivers measurable improvements in customer experience and business outcomes.
• Serves as a trusted advisor and thought partner to stakeholders.
• Connects customer insights to product, operational, and business strategy.

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: $133,365.00 - $156,900.00

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.