Customer Service Representative providing product support for water and wastewater operators. Responding to inquiries, service issues, and assisting with product selection.
About the role
- VP – Customer Experience & Research leading Payments customer experience strategy at U.S. Bank. Collaborating to translate insights into meaningful improvements across product and customer experience.
Responsibilities
- Establish and lead the end‐to‐end customer experience research and insights strategy for Payments
- Define and maintain a forward‐looking research agenda aligned to business priorities, product roadmaps, and emerging industry trends
- Oversee qualitative and quantitative research, journey analysis, behavioral insights, and feedback mechanisms to develop a holistic view of customer needs, pain points, and adoption drivers
- Ensure insights are synthesized into clear, compelling narratives that inform executive decisions
- Define experience success measures tied to business outcomes such as growth, retention, usage, servicing efficiency, and risk reduction
- Continuously monitor payments, fintech, and customer experience trends to identify implications for PCS products, experiences, and capabilities
- Champion a closed‐loop approach where insights drive action, outcomes are measured, and learnings are continuously refined
- Lead, mentor, and develop a high‐performing team of customer experience researchers and insight professionals
- Serve as a trusted advisor to senior PCS and enterprise leaders on customer experience priorities and implications
Requirements
- Bachelor’s degree or equivalent experience; Masters degree preferred
- 10+ years of progressive leadership experience in customer experience, research, insights, product strategy, or related disciplines
- Demonstrated success translating customer insights into business, product, and experience outcomes at scale
- Deep understanding of payments, financial services, or adjacent regulated industries
- Proven ability to influence across complex, matrixed organizations without direct authority
- Exceptional executive communication, storytelling, and stakeholder management skills
- Experience leading customer experience research for consumer and/or small business financial products
- Strong partnership experience with Product Management, Experience Design, and Analytics teams
- Familiarity with agile product development and human‑centered design methodologies
- Experience integrating multiple data sources into cohesive insight frameworks
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
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