Head of Consumer Bank Data Analytics, CX and Research

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 At U.S. Bank, we are committed to advancing Consumer Banking through a customer‑first approach. We empower our customers with data‑driven insights and seamless, intuitive experiences that help them succeed in a rapidly evolving financial landscape. Our Consumer Banking organization is at the center of this transformation—leveraging advanced analytics, artificial intelligence, and customer‑centric research to shape the future of financial services. Role Overview U.S. Bank is seeking a senior leader within the Marketing, Analytics & Customer Experience (MACX) organization to support our Consumer Banking business. This role will provide strategic leadership and enterprise oversight for Consumer Banking–aligned analytics, insights, customer experience (CX), and research functions. This leader will set strategy and drive execution across data analytics and customer insights to accelerate growth, enhance customer experiences, and inform product and pricing decisions. The role requires translating complex data into actionable insights and compelling narratives that influence senior leadership and drive measurable business outcomes. The position spans the full customer lifecycle—from acquisition and engagement through servicing and retention—and focuses on both customers and prospects. The leader will build and scale advanced analytical capabilities, including predictive models, segmentation frameworks, and product and pricing analytics. In addition, this individual will oversee Voice of Customer (VoC) and customer listening programs, enabling internal partners to understand and act on customer needs and experiences. Success in this role depends on strong partnership with Consumer Banking Product, Marketing, Sales, Digital, and Technology teams to solve complex business problems through analytics, research, and CX insights. Operating within a centralized, highly accountable MACX model, the leader must balance driving change at pace with disciplined execution aligned to enterprise priorities. Consumer & Business Banking (CBB) is a national leader in consumer deposits, lending, mortgage origination and servicing, and small business banking. The organization continues to innovate while maintaining its position as the fifth‑largest commercial bank in the United States and one of the best places to work. Key Responsibilities Data & Insights Lead end‑to‑end analytics across Consumer Banking to improve customer acquisition, relationship deepening, retention, profitability, and operational efficiency. Define and implement KPIs, dashboards, and performance metrics aligned to business outcomes. Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics. Apply advanced statistical methods to analyze, synthesize, and interpret complex data. Ensure insights strategies align with Consumer Banking goals and expected outcomes. Present insights in clear, visually compelling formats for executive and business audiences. Identify, acquire, and manage data sources while ensuring data quality, governance, and security. Customer Experience (CX) Insights Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer‑centric decision‑making. Map and analyze end‑to‑end customer journeys to identify opportunities to improve experiences across touchpoints. Design and lead qualitative and quantitative research to inform CX strategy, product innovation, and service improvements. Leverage VoC, CSAT, behavioral analytics, and journey insights to drive continuous CX improvement. Champion and partner on inner‑ and outer‑loop CX processes to ensure insights lead to action. Collaborate with Product, Marketing, Business Line, and Technology partners to optimize experiences and expand self‑service capabilities. Leadership & Collaboration Build, lead, and develop high‑performing teams of data scientists, analysts, CX strategists, and researchers. Serve as a trusted advisor and thought leader to senior and executive leadership. Align analytics and CX initiatives with enterprise and Consumer Banking strategies. Drive transformation initiatives focused on efficiency, scalability, and impact. Anticipate and respond quickly to changing market conditions, technologies, and customer expectations. Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning. Qualifications & Experience 15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services. Master’s degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline. Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy. Strong knowledge of consumer banking products, including deposits, lending, payments, and digital services. Proficiency with analytics and visualization platforms such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar tools. Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies. Exceptional leadership, communication, and stakeholder‑management skills. Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs. Advanced capability to lead organizational change across people, culture, technology, and processes. Strong understanding of marketing technology ecosystems and applied statistical concepts. Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships. 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: $214,795.00 - $252,700.00 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. 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.