Customer Experience Manager For Merchant Payment Services

Job Title

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.

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/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.

Project Complexity:

- Projects are complex with considerable difficulty and cross multiple business line areas.

- Project Duration: Often requires 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.

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. This role requires a keen eye for design, attention to detail, and the ability to convey messages clearly and concisely through visual aids.
• 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.

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.

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.