Customer Experience Project Manager

$129,455 - $152,300/Yr

US Bank - New York, NY

Full-time - Mid Level

New York, NY

10,001+ employees

Credit Intermediation and Related Activities

About the position

The Customer Experience Project Manager at U.S. Bank is a strategic role focused on enhancing customer experiences across various business lines. This position requires a blend of analytical skills, stakeholder management, and project management expertise to influence solutions that improve client interactions. The role involves collaborating with senior stakeholders, leveraging data insights, and implementing solutions to drive customer satisfaction and operational efficiency.

Responsibilities

• Responsible for complex projects and creating business cases to garner support for implementing solutions to improve experiences.
• Leverage a deep knowledge of the business to shape potential solutions.
• Synthesize and work with data from multiple data sources to build compelling stories that inspire partners to prioritize customer experience solutions.
• Identify, analyze and interpret trends or patterns in complex data to provide answers to business questions and recommendations for action.
• Create easily understandable reports, slides, and other materials to convey customer experience and operational metrics.
• Present data and analysis clearly and concisely to enable data-driven decisions.
• Collaborate with senior level partners to influence solutions that improve the client experience.
• Measure and monitor impact to customers as changes are implemented, recommending adjustments as appropriate.
• Present and clearly articulate client data to internal stakeholders at all levels, including senior management.
• Respond to quick turn requests in a timely manner and meet agreed upon timelines.
• Facilitate and organize work across multiple teams to orchestrate an enterprise level continuous improvement process.
• Act as a Project Manager to drive a CX mindset working in partnership with stakeholders.

Requirements

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

Nice-to-haves

• Advanced knowledge of project management.
• Proven success implementing solutions that improve client and/or employee experiences.
• Ability to develop and maintain strategic partnerships with Senior Business unit management and project sponsors.
• Thorough knowledge of organizational structure and ability to navigate matrixed environments.
• Experience in mass servicing/consumer channels.
• Experience using Qualtrics.
• Deep understanding of common CX metrics and systems.
• Experience in financial services with thorough knowledge of financial services products.

Benefits

• 401(k)
• 401(k) matching
• Adoption assistance
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Paid vacation
• Paid holidays
• Short-term and long-term disability
• Pregnancy disability and parental leave
• Sick and Safe Leave accruals