Consumer CX Insights Consultant

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.

At U.S. Bank, we're committed to helping our clients make smarter financial decisions and empowering the communities we serve to grow and succeed. We believe exceptional experiences don't happen by accident. They are informed by deep insights, thoughtful strategy, and a relentless focus on the client.

We're seeking a Consumer CX Insights Consultant to help shape and elevate the experiences that matter most to our clients. In this highly visible role, you'll combine analytics, research, client feedback, and market intelligence to uncover meaningful insights and influence decisions that drive business growth, strengthen client loyalty, and improve the overall customer experience.

As a strategic partner to Consumer Banking and Growth Studio leaders, you'll transform complex data into compelling stories, actionable recommendations, and measurable outcomes. Your work will help ensure the voice of the client remains at the center of key business decisions.

If you're energized by solving complex business challenges, uncovering what matters most to customers, and influencing meaningful change through data-driven insights, we'd love to hear from you.

What You'll Do

Drive Strategic Insights and Business Decisions

• Serve as a trusted partner to Consumer Banking and Growth Studio leaders by translating client, market, competitive, and business insights into actionable recommendations.
• Uncover trends, opportunities, and emerging client needs that help inform business priorities and experience strategies.
• Transform complex analyses into clear, compelling narratives that enable leaders to make confident, data-driven decisions.
• Deliver insights that influence business outcomes, improve client experiences, and support organizational growth.

Lead Client Experience Measurement and Improvement

• Develop and execute integrated insight strategies and learning agendas leveraging client feedback, research, analytics, and market intelligence.
• Measure and monitor key experience indicators, including client satisfaction and experience performance metrics.
• Identify client experience risks, opportunities, and pain points across critical customer journeys.
• Evaluate the effectiveness of implemented solutions and provide recommendations for ongoing optimization and continuous improvement.

Influence Cross-Functional Outcomes

• Partner closely with business leaders, product teams, researchers, analysts, and other stakeholders to deliver insight-driven solutions.
• Bring together diverse perspectives and data sources to create a holistic understanding of customer needs and business opportunities.
• Support enterprise initiatives focused on improving client experiences and delivering measurable business value.
• Build strong relationships across the organization to drive alignment, accountability, and action.

Apply Advanced Analytics and Research

• Gather, integrate, and analyze large volumes of structured and unstructured data from multiple sources.
• Conduct sophisticated analyses to answer critical business questions and uncover actionable insights.
• Identify, interpret, and communicate meaningful patterns, trends, and customer behaviors that support strategic decision-making.
• Ensure data acquisition, analysis, reporting, and recommendation activities align with company standards and governance requirements.

Lead Continuous Improvement Efforts

• Drive the identification, prioritization, and resolution of client experience opportunities through enterprise improvement initiatives.
• Establish accountability, monitor progress, and communicate outcomes to stakeholders and business leaders.
• Measure the impact of recommendations and champion a culture of continuous learning, innovation, and client-centered decision-making.
• Help shape experiences that make it easier for clients to do business with U.S. Bank.

Basic Qualifications

• Bachelor's degree, or equivalent work experience.
• Six to eight years of data analysis experience with large data sets.

Preferred Skills & Experience

• Background supporting customer experience (CX), consumer insights, market research, analytics, or related functions.
• Proven ability to synthesize insights from diverse sources and identify strategic opportunities.
• Demonstrated success in data visualization, storytelling, and executive-level presentations.
• Experience leveraging client feedback, research, analytics, and market intelligence to influence business decisions.
• Experience using research and digital experience platforms such as Qualtrics, Quantum Metric, or similar tools.
• Experience in financial services, with thorough knowledge of financial services products, customers, transactions, and interaction data.
• Strong analytic skills with the ability to extract, collect, organize, analyze, and interpret results for insights.
• Ability to data mine, analyze data, and present insights in a meaningful way.
• Ability to develop and maintain strategic partnerships with senior business unit management, business partners, and project sponsors, as well as communicate effectively with business, development teams, end users, and product owners.
• Strong decision-making and problem-solving skills.
• Strong organization and project management skills.
• Effective interpersonal, verbal, and written communication skills.
• Strong business acumen and understanding of macrotrends affecting clients and the banking industry.
• Proficiency with PowerPoint, Excel, Word, and business intelligence tools.
• Demonstrated leadership, influence, and relationship-management skills.

Why This Role?

This is an opportunity to help shape the future of Consumer Banking experiences at U.S. Bank. You'll work alongside business leaders, researchers, analysts, and product teams to uncover insights, solve complex challenges, and influence decisions that impact millions of customer interactions. Your work will go beyond reporting what happened. You'll help identify what matters most, uncover opportunities for improvement, and drive actions that create meaningful value for both clients and the business.

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 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: 

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.

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.