Service Experience Lead

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.

Job Description

The Service Experience Studio (SES) is seeking a highly skilled customer experience strategy & journey analyst to support enterprise‑-scale initiatives by diagnosing customer pain points, mapping end‑-to‑-end customer journeys, and translating insights into executive‑-ready business cases.

This role will partner closely with SES leadership and cross‑-functional stakeholders to lead customer journey mapping, root cause analysis, competitive benchmarking, and insight‑-to‑-action storytelling. The associate will play a critical role in helping SES move work from problem identification to clear, scalable solutions—earning a strong seat at the table on high‑-visibility initiatives.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Eight to ten years of experience in project management activities

Preferred Skills/Experience

• Proven experience in customer journey mapping, CX strategy, or service design
• Strong root cause analysis and problem‑-solving skills
• Experience synthesizing qualitative and quantitative customer data into insights
• Excellent executive communication and storytelling skills
• Ability to work independently and lead workstreams with minimal direction
• Strong collaboration skills in cross‑-functional, matrixed environments

Preferred Qualifications

• Experience in financial services or regulated environments
• Prior work with VOC, complaints, or customer advocacy teams
• Experience supporting CAPEX‑-funded initiatives or investment cases
• Familiarity with enterprise CX frameworks and journey mapping methodologies
• Comfort presenting to VP‑-level and senior leadership audiences

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.

This Position requires attendance at One of the following locations:

NC- Charlotte/ AZ-Tempe/ MN-St Paul/ OR-Gresham / ND-Fargo

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

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:

• 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.

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.

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: $98,175.00 - $115,500.00

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.