Customer Experience Lead for Business Banking (BB) and Merchant & Payment Solutions (MPS) is a 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 partners 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 balances strategic vision with execution, influences across a complex matrix, and drives alignment on high‑impact initiatives that enhance customer outcomes and business performance.
This position offers a hybrid/flexible schedule with an in‑office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
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 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
- Operates with an enterprise mindset across business lines
- Balances strategic vision with strong execution discipline
- Drives clarity, accountability, and measurable outcomes
- Champions customer‑centric decision making and continuous improvement
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
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.
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.
Posting may be closed earlier due to high volume of applicants.
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