The Operations Insights Project Manager role is for a strategic, creative, technically savvy, analytical individual with excellent communication skills, who has a strong background and interest in customer experience (CX), and proven success using data to create actionable insights.  As an Operations Insights Project Manager, you will be part of a team responsible for translating client feedback into actionable insights and actively influence solutions that enable U.S. Bank to craft better experiences for our clients. You will mine information across all client touchpoints and channels, work with a variety of stakeholders, and partner to translate 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 that gather and integrate large volumes of data, performs in depth analysis, interprets results and develops actionable insights and recommendations for use across the company for client populations

• Ensure insights are accurate by demonstrating a strong grasp of research and analytics best practices, as well as attention to detail 

• Comfort synthesizing data from multiple data sources and incorporating research and insights methodology best practices to deliver sound analysis and reporting

• Identifies, analyzes and interprets 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 a partners to influence solutions that improve the client experience

• Measure and monitor results of applied recommendations and presents adjustments

• Ensures all data acquisition, sharing and results of applied recommendations are compliant with company standards

• 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.

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

• Support survey administration activities as needed

• Ensure insights and solution activities are regularly 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

• Bachelor's degree, or equivalent work experience

• Eight to ten years of experience in project management activities

Location Expectations 
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.