Senior Director, Customer Experience Strategy – Business Banking & MPS

Customer Experience Lead for Business Banking (BB) and Merchant & Payment Solutions (MPS)

Senior leader responsible for shaping, driving, and operationalizing end‑to‑end customer experience strategies across two critical business lines. This role operates at the intersection of customer, product, operations, and strategy—ensuring that customer experience priorities translate into measurable improvements in satisfaction, growth, servicing effectiveness, and operational performance. The leader will partner across Product, Sales, Servicing, Operations, and Analytics teams to define experience standards, identify critical pain points, and drive coordinated actions that improve customer journeys at scale. With accountability across BB and MPS, this role requires a leader who can balance strategic vision with execution, influence across a complex matrix, and drive alignment on high‑impact initiatives that enhance customer outcomes and business performance.
Key Responsibilities

Customer Experience Strategy, Performance & Measurement

Define and lead the CX strategy and performance framework across BB and MPS
Identify critical customer journeys, pain points, and experience gaps impacting satisfaction, growth, and retention
Establish and own CX metrics (e.g., CSAT, NPS, complaints, operational indicators) tied to business outcomes
Ensure performance insights enable root‑cause identification and action, not just reporting
Translate CX priorities into actionable, sequenced roadmaps with clear ownership and measurable impact
Insight-to-Action & Execution

Partner with Product, Operations, Servicing, Marketing, and Technology leaders to embed CX improvements into execution
Drive a closed‑loop model where insights lead to actions, outcomes are measured, and improvements are iterated
Identify opportunities to simplify journeys, reduce friction, and improve customer outcomes across the lifecycle
Establish governance to track CX initiatives, decisions, and realized impact
Executive Storytelling & Influence

Translate complex data, customer signals, and business context into clear, compelling executive narratives
Lead the creation of high‑impact decks and storytelling artifacts that drive alignment, prioritization, and decision‑making
Serve as a trusted advisor to senior leaders on CX priorities, trade‑offs, and investment decisions
Influence across a highly matrixed organization to drive alignment and momentum on key initiatives
Customer Experience Transformation Lead

Lead large‑scale CX initiatives to improve end‑to‑end journeys and operational effectiveness
Champion a customer‑first mindset and embed CX thinking into business decisions
Drive continuous improvement and innovation in how customer experiences are delivered
Leadership & Team Development

Lead and develop a high‑performing team focused on CX strategy, performance, and execution
Establish standards, governance, and best practices for CX delivery across BB and MPS
Foster a culture of accountability, collaboration, and customer obsession
Basic Qualifications

Bachelor’s degree or equivalent experience; Master’s preferred. 10+ years of leadership experience in customer experience, product strategy, operations, or related disciplines. Proven ability to drive CX improvements tied to business outcomes.
Preferred Skills / Experience

Experience in Business Banking, Merchant Services, or related financial services
Strong executive communication, storytelling, and deck‑building expertise
Proven ability to influence complex, matrixed organizations
Experience leading cross‑business journey improvements and large‑scale initiatives
Strong partnership experience with Product, Operations, and Analytics teams
Leadership Expectations

Operate with an enterprise mindset across business lines
Balance strategic vision with strong execution discipline
Drive clarity, accountability, and measurable outcomes
Champion customer‑centric decision making and continuous improvement
The role offers a hybrid/flexible schedule, which means there is an in‑office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
Benefits

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
Review our full benefits available by employment status here
Equal Opportunity Employment

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.
Pay Range

Pay Range: $149,515.00 - $175,900.00
Employment Eligibility and Background Checks

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.

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