U.S. Bank
Customer Experience Manager for Merchant Payment Services
U.S. Bank, Minneapolis, Minnesota, United States, 55400
Overview
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Customer Experience Manager for Merchant Payment Services
role at
U.S. Bank 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 Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization. This includes establishing a clear & actionable roadmap of the customer experience opportunities for the highest-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. This person will be required to communicate complex ideas using customer insights and data to successfully guide stakeholders to act upon those ideas. They need strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal experiences for customers. Essential Functions: 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's existing day-to-day practices, analyzing root cause of complaints and gaps in service delivery to help define solutions which reduce complexity in processes or technology, 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 & sustain continuous improvement projects and related solutions. Estimate project cost/benefit; developing a sound business case for the intended improvement. Identify success criteria and compelling problem statements for customer pain points. Manages activity and performance of the project evaluating overall performance of enhancements for benefit realization. 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/activities to identify project goals, gain consensus on project steps, schedule audits/meetings with stakeholders, foster cooperation and involvement of the collective team. Prepares project status reports; makes alterations in project plan as needed. Prepare and socialize meaningful data insights & end-to-end experiences with business units Develop post-implementation listening posts & performance reporting to evaluate effectiveness of experience improvements. Projects are complex with considerable difficulty and cross multiple business line areas. Projects often require 12 months or more. Knowledge: Comprehensive to expert knowledge of assigned business function & technical skills. The incumbent is an expert in conducting end-to-end customer journey evaluations & managing 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 & highly matrixed organization Five or more years of leadership experience in any capacity Ability to manage customer experience projects for assigned business line or for projects that cross multiple business lines Ability to multitask, prioritize effectively, manage competing priorities, and comfortable working 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 business line leaders in an effective manner Must be proficient in creating compelling and visually appealing presentations in PowerPoint that effectively communicate complex information Proficient in developing data collection plans to support discovery and opportunity business cases Advanced project planning and critical thinking skills with a demonstrated track record of implementing process improvement initiatives/tools/methodology Advanced project management skills including the ability to organize programs of work, formulate recommendations, manage transition to delivery teams, and realize project implementation success Highly skilled in the MS Office suite (Outlook, Excel Visio Project & PowerPoint) 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. 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. 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 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: $119,765.00 - $140,900.00 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.
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Join to apply for the
Customer Experience Manager for Merchant Payment Services
role at
U.S. Bank 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 Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization. This includes establishing a clear & actionable roadmap of the customer experience opportunities for the highest-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. This person will be required to communicate complex ideas using customer insights and data to successfully guide stakeholders to act upon those ideas. They need strong data analysis and insights skills, robust communication, ability to support and lead projects, and a passion for creating ideal experiences for customers. Essential Functions: 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's existing day-to-day practices, analyzing root cause of complaints and gaps in service delivery to help define solutions which reduce complexity in processes or technology, 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 & sustain continuous improvement projects and related solutions. Estimate project cost/benefit; developing a sound business case for the intended improvement. Identify success criteria and compelling problem statements for customer pain points. Manages activity and performance of the project evaluating overall performance of enhancements for benefit realization. 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/activities to identify project goals, gain consensus on project steps, schedule audits/meetings with stakeholders, foster cooperation and involvement of the collective team. Prepares project status reports; makes alterations in project plan as needed. Prepare and socialize meaningful data insights & end-to-end experiences with business units Develop post-implementation listening posts & performance reporting to evaluate effectiveness of experience improvements. Projects are complex with considerable difficulty and cross multiple business line areas. Projects often require 12 months or more. Knowledge: Comprehensive to expert knowledge of assigned business function & technical skills. The incumbent is an expert in conducting end-to-end customer journey evaluations & managing 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 & highly matrixed organization Five or more years of leadership experience in any capacity Ability to manage customer experience projects for assigned business line or for projects that cross multiple business lines Ability to multitask, prioritize effectively, manage competing priorities, and comfortable working 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 business line leaders in an effective manner Must be proficient in creating compelling and visually appealing presentations in PowerPoint that effectively communicate complex information Proficient in developing data collection plans to support discovery and opportunity business cases Advanced project planning and critical thinking skills with a demonstrated track record of implementing process improvement initiatives/tools/methodology Advanced project management skills including the ability to organize programs of work, formulate recommendations, manage transition to delivery teams, and realize project implementation success Highly skilled in the MS Office suite (Outlook, Excel Visio Project & PowerPoint) 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. 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. 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 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: $119,765.00 - $140,900.00 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.
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