U.S. Bank
Customer Experience Manager for Merchant Payment Services
U.S. Bank, Chicago, Illinois, United States, 60290
Overview
At U.S. Bank, we’re on a journey to do our best. Helping customers and businesses make better financial decisions and enabling communities to grow and succeed. A career with U.S. Bank offers opportunities to discover what makes you thrive at every stage of your career—from Day One. Job Description
Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization. This includes establishing a clear and actionable roadmap of customer experience opportunities for high-impact areas, engaging with business unit leaders to socialize and gain alignment, and ensuring organizational readiness to implement. Deep expertise in CX methodologies and exceptional communication and visualization skills to drive impactful change across the organization. Communicate complex ideas using customer insights and data to guide stakeholders to act upon those ideas. Strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal customer experiences. Responsibilities
Manage initiatives spanning multiple functions across Merchant Payment Services environments. Leverage customer experience improvement tools such as journey mapping, metrics, and core discovery methodology to design opportunities to improve the customer experience. Package insights into compelling narratives using high-quality PowerPoint visualizations that clearly convey complex information. Present findings and recommendations to executives and senior leaders with strong presentation skills that inspire action and alignment. Apply advanced CX techniques to identify and solve customer pain points. Investigate and determine root causes of customer experience pain points using customer and operational data and problem solve with CX and/or Business Line teams to identify solutions. Act as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems. Conduct data collection discovery, SME interviews, process mapping, and related gap analyses. Evaluate business area practices, analyze root causes of complaints and gaps in service delivery to help define solutions which reduce complexity, increase productivity, reduce costs, and improve overall customer satisfaction. Incorporate insights from customer interviews and research to develop customer journey and identify pain points. Build relationships with partners by developing a shared vision of future state experiences; support groups and other key stakeholders to assess, implement, and sustain continuous improvement projects and related solutions. Estimate project cost/benefit and develop a sound business case for the intended improvement. Identify success criteria and compelling problem statements for customer pain points. Manage activity and performance of the project, evaluating overall performance of enhancements for benefit realization. Additional Responsibilities
Support the assessment, design, and transition of solution implementation accountability to Transformation delivery teams. Simplify and streamline business processes, enhance customer communications, and enable effective support/capabilities. Identify internal and/or external resources to ensure successful project completion. Define project timelines and activities to identify goals, gain consensus on steps, schedule audits/meetings with stakeholders, and foster cooperation and involvement of the team. Prepare project status reports; make adjustments to the project plan as needed. Prepare and socialize meaningful data insights and end-to-end experiences with business units. Develop post-implementation listening posts and performance reporting to evaluate effectiveness of experience improvements. Project Complexity
Projects are complex with considerable difficulty and cross multiple business line areas. Project duration: often 12 months or more. Knowledge: comprehensive to expert knowledge of assigned business function and technical skills. The role requires expert execution of end-to-end customer journey evaluations and management of customer experience projects. Basic Qualifications
Master's degree or equivalent work experience 10 or more years of experience in project management activities Preferred Skills/Experience
Ability to navigate a large, complex, and highly matrixed organization Five or more years of leadership experience in any capacity Ability to manage customer experience projects for an assigned business line or for projects that cross multiple business lines Ability to multitask, prioritize effectively, manage competing priorities, and work through ambiguity Ability to distill complex subject matter into clear, concise, and actionable next steps Excellent verbal and written communication skills; ability to story-tell and present materials to senior leaders Proficient in creating compelling and visually appealing PowerPoint presentations that communicate complex information; strong design sense and ability to convey messages clearly through visual aids Proficient in developing data collection plans to support discovery and business cases Advanced project planning and critical thinking with a track record of process improvement initiatives/tools/methodology Advanced project management skills including organizing programs of work, formulating recommendations, transitioning to delivery teams, and realizing project success Highly skilled in the MS Office suite (Outlook, Excel, Visio, Project, and PowerPoint) Work Schedule
The role offers a hybrid/flexible schedule with an in-office expectation of 3 or more days per week and the flexibility to work outside the office location on other days. Disability Accommodations
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 benefits and total rewards support your health, financial security, and peace of mind. Benefits include (subject to eligibility and location): Healthcare (medical, dental, vision) Basic and optional term life insurance Disability coverage Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (2–5 weeks depending on salary grade and tenure) Up to 11 paid holidays Adoption assistance Sick and Safe Leave accruals 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 by law. E-Verify U.S. Bank participates in the E-Verify program. Learn more about the E-Verify program. The salary range reflects figures based on the primary location listed first. Actual range may differ based on location. In addition to salary, U.S. Bank offers a comprehensive benefits package. Pay Range: $119,765.00 - $140,900.00
#J-18808-Ljbffr
At U.S. Bank, we’re on a journey to do our best. Helping customers and businesses make better financial decisions and enabling communities to grow and succeed. A career with U.S. Bank offers opportunities to discover what makes you thrive at every stage of your career—from Day One. Job Description
Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization. This includes establishing a clear and actionable roadmap of customer experience opportunities for high-impact areas, engaging with business unit leaders to socialize and gain alignment, and ensuring organizational readiness to implement. Deep expertise in CX methodologies and exceptional communication and visualization skills to drive impactful change across the organization. Communicate complex ideas using customer insights and data to guide stakeholders to act upon those ideas. Strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal customer experiences. Responsibilities
Manage initiatives spanning multiple functions across Merchant Payment Services environments. Leverage customer experience improvement tools such as journey mapping, metrics, and core discovery methodology to design opportunities to improve the customer experience. Package insights into compelling narratives using high-quality PowerPoint visualizations that clearly convey complex information. Present findings and recommendations to executives and senior leaders with strong presentation skills that inspire action and alignment. Apply advanced CX techniques to identify and solve customer pain points. Investigate and determine root causes of customer experience pain points using customer and operational data and problem solve with CX and/or Business Line teams to identify solutions. Act as a CX and operational data SME to enable access to data elements that illustrate opportunities to solve business problems. Conduct data collection discovery, SME interviews, process mapping, and related gap analyses. Evaluate business area practices, analyze root causes of complaints and gaps in service delivery to help define solutions which reduce complexity, increase productivity, reduce costs, and improve overall customer satisfaction. Incorporate insights from customer interviews and research to develop customer journey and identify pain points. Build relationships with partners by developing a shared vision of future state experiences; support groups and other key stakeholders to assess, implement, and sustain continuous improvement projects and related solutions. Estimate project cost/benefit and develop a sound business case for the intended improvement. Identify success criteria and compelling problem statements for customer pain points. Manage activity and performance of the project, evaluating overall performance of enhancements for benefit realization. Additional Responsibilities
Support the assessment, design, and transition of solution implementation accountability to Transformation delivery teams. Simplify and streamline business processes, enhance customer communications, and enable effective support/capabilities. Identify internal and/or external resources to ensure successful project completion. Define project timelines and activities to identify goals, gain consensus on steps, schedule audits/meetings with stakeholders, and foster cooperation and involvement of the team. Prepare project status reports; make adjustments to the project plan as needed. Prepare and socialize meaningful data insights and end-to-end experiences with business units. Develop post-implementation listening posts and performance reporting to evaluate effectiveness of experience improvements. Project Complexity
Projects are complex with considerable difficulty and cross multiple business line areas. Project duration: often 12 months or more. Knowledge: comprehensive to expert knowledge of assigned business function and technical skills. The role requires expert execution of end-to-end customer journey evaluations and management of customer experience projects. Basic Qualifications
Master's degree or equivalent work experience 10 or more years of experience in project management activities Preferred Skills/Experience
Ability to navigate a large, complex, and highly matrixed organization Five or more years of leadership experience in any capacity Ability to manage customer experience projects for an assigned business line or for projects that cross multiple business lines Ability to multitask, prioritize effectively, manage competing priorities, and work through ambiguity Ability to distill complex subject matter into clear, concise, and actionable next steps Excellent verbal and written communication skills; ability to story-tell and present materials to senior leaders Proficient in creating compelling and visually appealing PowerPoint presentations that communicate complex information; strong design sense and ability to convey messages clearly through visual aids Proficient in developing data collection plans to support discovery and business cases Advanced project planning and critical thinking with a track record of process improvement initiatives/tools/methodology Advanced project management skills including organizing programs of work, formulating recommendations, transitioning to delivery teams, and realizing project success Highly skilled in the MS Office suite (Outlook, Excel, Visio, Project, and PowerPoint) Work Schedule
The role offers a hybrid/flexible schedule with an in-office expectation of 3 or more days per week and the flexibility to work outside the office location on other days. Disability Accommodations
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 benefits and total rewards support your health, financial security, and peace of mind. Benefits include (subject to eligibility and location): Healthcare (medical, dental, vision) Basic and optional term life insurance Disability coverage Pregnancy disability and parental leave 401(k) and employer-funded retirement plan Paid vacation (2–5 weeks depending on salary grade and tenure) Up to 11 paid holidays Adoption assistance Sick and Safe Leave accruals 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 by law. E-Verify U.S. Bank participates in the E-Verify program. Learn more about the E-Verify program. The salary range reflects figures based on the primary location listed first. Actual range may differ based on location. In addition to salary, U.S. Bank offers a comprehensive benefits package. Pay Range: $119,765.00 - $140,900.00
#J-18808-Ljbffr