Customer Experience Project Manager

$129,455 - $152,300/Yr

US Bank - Minneapolis, MN

Full-time - Mid Level

Minneapolis, MN

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 enterprise-level solutions that improve client interactions. The role involves collaborating with senior stakeholders, leveraging data insights, and facilitating the implementation of customer experience improvements.

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 articulate client data to internal stakeholders at all levels, ensuring understanding of Operations Insights CX data.
• 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 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 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 knowledge of financial products and customer interaction data.

Benefits

• 401(k)
• 401(k) matching
• Adoption assistance
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.