U.S. Bank is currently seeking a CX Strategy & Insights Consultant for Product Strategy, which is a leadership role in U.S. Bank's Customer Experience (CX) & Employee Experience (EX) Office, responsible for driving business outcomes by identifying exceptional customer and employee experiences delivering against our One U.S. Bank strategy and differentiating our brand. This role is dedicated to work with the Product Strategy Agile Experience team. The Strategy & Insights Consultant looks through the customer and/or employee lens to constantly ask how we can do things better and what changes will improve experiences. The Consultant brings a holistic view based on customer and employee feedback to synthesize findings across analytics and research, unveil insights to identify opportunities, and recommend experience change improvements to drive meaningful business outcomes bank wide.
This role is responsible for managing the holistic insights plan for a specified business area, in addition to acting as a liaison to help partners navigate research, analytics, and insights centers of excellence. He/she will stay abreast of industry trends, gather market intelligence, and solicit customer and employee feedback.
This is a high-profile, internal consulting role that is focused on supporting growth, innovation, and the application of best-in-class solutions that improve trust, loyalty, and employee engagement. He/she must be able to observe, gather, and organize information to articulate competitive advantage and growth opportunities. A successful Consultant will influence others to implement the changes most impactful to customers.
This individual must have a strong background in market research, customer analysis, and insights, as well as strong communication and teamwork skills. The individual must excel at collaboration and change management leadership. Additional responsibilities include:
? Develops a holistic insights plan pertaining to a select business partner or initiative, drawing on learnings from all available resources, including research, analytics, and insights;
? Prioritizes research and insights work based on business needs and opportunities;
? Acts as the liaison to the business, helping the business line to understand existing CX and EX knowledge to focus on the most promising improvements or investments to differentiate;
? Builds learning plans and assembles integrated insights to provide leaders with fact-based, strategic recommendations;
? Proactively identifies business opportunities by uncovering unmet customer needs, leveraging emerging trends, understanding the competitive landscape, and staying current on strategic/operational priorities; and
? Identifies insights and actions that could drive growth and/or retention or mitigate potential CX and EX risks to the business.
? Master's degree, or equivalent work experience
? Ten or more years of experience in project management activities
? Two or more years of managerial experience
? Five to 10 years in a customer-experience-related action planning role or related research and design, product, or innovation role
? Experience in leading complex, cross-functional projects and teams
? Strong business acumen and small business experience
? Agile methodology experience
? Intermediate to advanced financial analysis skills
? Adept at anticipating and explaining the effects of decisions to influence key business partners
? Ability to understand understanding macrotrends and their impact on customers/the banking industry
? Experience in a consumer insights function for a consumer-oriented organization in banking, retail, manufacturing, or a related industry
? Demonstrated record of success in identifying new issues, trends, and opportunities, driven by in-depth data analysis
? Demonstrated record of success as a change agent, possession of a willingness and ability to facilitate change, and effectively address resistance effectively
? Excellent data analysis, communication, and presentation skills, as well as proficiency with core business software tools (e.g. PowerPoint, Excel, Word, etc.)
**Job:** Project Management / Analysis
**Primary Location:** Minnesota-MN-Minneapolis
**Shift:** 1st - Daytime
**Average Hours Per Week:** 40
**Requisition ID:** 190018315
U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.