The Customer Experience Project Manager role is for a strategic, creative, savvy, analytical individual with excellent communication skills, who has a strong background in and passion for the customer experience (both formal and informal CX).  As a Customer Experience Project Manager, you will be part of a team responsible for influencing solutions at an enterprise level across multiple business lines that enable U.S. Bank to craft better experiences for our clients. You will work with a variety of senior level stakeholders to facilitate improvements for clients and employees, partner to leverage insights into actionable activities, and you will play a key role in facilitating the implementation of solutions to improve the customer experience.

Key activities:

• Responsible for complex projects and creating business cases to garner support for implementing solutions to improve experiences

• Leverage a deep knowledge of the business to shape potential solutions

• Synthesize and work with data from multiple data sources to build compelling stories that inspire partners to prioritize customer experience solutions

• Identify, analyze and interpret trends or patterns in complex data in order to provide answers to business questions and provide recommendations for action

• Create easily understandable reports, slides and other materials to convey the customer experience and operational metrics that are relevant

• Present data and analysis in a clear and concise manner allowing the audience to quickly understand the results and recommendations so they activate upon them and make data driven decisions

• Collaborate with senior level partners across the organization to influence solutions that improve the client experience

• Measure and monitor impact to customers as changes are implemented, recommending adjustments as appropriate

• Present and clearly articulate client data to internal stakeholders at all levels of the organization, including senior management, ensuring stakeholders understand how to interpret and apply Operations Insights CX data supporting needs for potential improvements

• Respond to quick turn requests in a timely manner and meet agreed upon timelines

• Facilitate and organize work across multiple disparate teams to orchestrate an enterprise level continuous improvement process, ensuring insights and solutions are consistently tracked and updated

• Act as a Project Manager to drive a CX mindset working in partnership with stakeholders across the company

A successful candidate will demonstrate:

• Strong analytical skills – creative problem solver that can run analyses using different sources of information and deliver comprehensive, balanced & impactful analysis to business leaders

• Strong presentation skills – ability to tell a clear, compelling story that inspire partners and leaders to take action  

• Strong data visualization and written communication skills

• Demonstrated understanding of our business strategy, clients, and products

• Expertise in stakeholder management, relationship building, and achieving results in complex, highly matrixed organizations

• Strong organization skills - proven ability to manage multiple responsibilities at once

• Sound decision-making and problem-solving skills

• Strong interpersonal/diplomatic skills, ability to build trust and credibility, and history of driving results through influence at all levels of the organization

• Ability to work independently and effectively as a part of a team

Basic Qualifications

• Master's degree, or equivalent work experience

• 10 or more years of experience in project management activities

• Two or more years of managerial experience

Preferred Skills/Experience:

• Advanced knowledge of project management

• Proven success implementing solutions that improve client and/or employee experiences

• Ability to develop and maintain strategic partnership with Senior Business unit management, business partners and project sponsors, as well as communicate effectively with business, and development teams, end users, and product owners

• Thorough knowledge of organizational structure and ability to navigate matrixed environments

• Excellent verbal and written communication skills

• Experience in mass servicing/consumer channels

• Experience using Qualtrics

• Deep understanding of common CX metrics and systems

• Experience in financial services, with thorough knowledge of financial services products, customers, transactions and interaction data