CX Insights Consultant - Payments

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’re committed to creating customer experiences that are simple, seamless, and impactful. As a CX Insights Consultant – Payments , you will transform customer feedback, behavioral trends, and operational data into actionable insights that drive meaningful improvements across the Payments experience. Working closely with Product, Operations, Analytics, and CX partners, you will identify customer pain points, uncover opportunities, and provide recommendations that influence business decisions and improve customer outcomes. Key Responsibilities Analyze customer, operational, and Voice of Customer (VoC) data to identify trends, root causes, and opportunities. Translate qualitative and quantitative findings into clear, actionable insights. Identify customer pain points and quantify business impact. Deliver recommendations that improve customer satisfaction, adoption, and operational efficiency. Support customer journey analysis, research activities, and experience measurement efforts. Develop reports, dashboards, presentations, and executive‑ready materials. Partner across Product, Operations, Analytics, and CX teams to drive customer‑focused improvements. Advocate for the customer perspective in decision‑making and prioritization discussions. Basic Qualifications Bachelor’s degree, or equivalent work experience Eight to ten years of experience in project management activities Preferred Skills/Experience 8+ years of experience in customer experience, customer insights, analytics, or related fields. Experience with Voice of Customer (VoC) programs and platforms such as Qualtrics. Knowledge of CX metrics including NPS, CSAT, and CES. Strong analytical, problem‑solving, and data interpretation skills. Ability to synthesize multiple data sources into meaningful insights and recommendations. Experience creating executive‑ready presentations and business narratives. Proficiency with PowerPoint, Excel, Power BI, Tableau, or similar visualization tools. Strong communication, collaboration, and stakeholder management skills. Experience within financial services, payments, or related industries preferred. Master’s degree preferred. What Success Looks Like Delivers insights that influence business decisions. Identifies meaningful customer experience improvements supported by data. Builds strong partnerships and credibility with stakeholders. Connects customer feedback to measurable business outcomes. Champions the voice of the customer across the organization. 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. This position is not eligible for visa sponsorship. 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 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, 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. Learn more about the E‑Verify program. #J-18808-Ljbffr U.S. Bank