Head Of Customer Experience

Experience Designer

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.

Experience Designers at U.S. Bank are customer obsessed in developing human-centered experiences that provide personalized, clear, helpful, and inclusive digital plus human solutions for our customers. Experience designers consider the why, what, and how of product use to help identify where user needs intersect with business goals across the entire user journey. As an Experience Designer, you will:

• Leverage human-centered design methods (design-thinking, service design, research/insights etc.) to plan, create, and present persuasive, engaging, and strategic ideas that influence product roadmaps and demonstrate a solution's potential for success.
• Performs competitive analysis of direct/indirect competitors and monitors the marketplace for new trends to inform the research and design process.
• Translate business, contractual, technical, and user needs into end-to-end customer, employee, and 3rd-party experiences that are accessible, inclusive, and compliant.
• Designs omni-channel experiences that help customers meet their goals, are empathetic and easy to use, improve customer satisfaction, and drive deeper product adoption.
• Deliver experiences that have been validated through experimentation, testing and optimization.
• Conduct design within an agile environment and champion the integration of design across the entire release cycle (discover, deliver, and assess).
• Conform with reusability standards by leveraging and/or expanding the Design System and established platform capabilities.
• Manages across Enterprise users to define and deliver product performance goals (e.g., outcomes, customer experience, etc.).
• Collaborate with design peers and key stakeholders (Marketing, Brand, CX, etc.) to ensure artifacts and deliverables accurately represent and align to the U.S. Bank brand, and create interconnectivity across customer, client, and employee touchpoints for all business segments.

Basic Qualifications:

• User experience design experience

Preferred Skills/Experience:

• Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators design systems, service blueprints, and reusability
• Demonstrates deep understanding of target customer through internal/external research (e.g., creation of personas, story maps, product chartering/mapping experience)
• Strong collaboration with product managers, software engineers, and agilists to execute product vision and roadmap
• Facilitation of cross-functional human-centered design sessions to build empathy for users, create alignment on customer pain-points, and to identify continuous improvements for the product roadmap
• Preferred skills: design-thinking, user-centered design, product strategy, vision and planning, product development, channel alignment and management, customer experience research, insight and execution, performance measurement and optimization, marketing and analytics

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 (some may vary based on role, location or hours):

• 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.

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: $193,035.00 - $227,100.00