VP - Experience Strategy

U.S. Bank; Quinte West; On-site; CAD 211,000 - 249,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and retirement plan

Paid vacation and holidays

Parental leave

Job summary

U.S. Bank is seeking a senior leader to drive innovative CX initiatives across consumer card experiences, including debit, credit, and co-brand partners. You will articulate customer insights, trends, and data-driven decisions to improve market position, satisfaction, and engagement.

The role demands strong leadership, cross-functional collaboration, and a proven track record in credit card programs, with an emphasis on customer-focused, profitable innovations.

Qualifications

• 6 or more years of experience Customer Experience, Customer Insights or a related field.
• Masters Degree or equivalent.

Responsibilities

• Define CX strategy for critical customer journeys.
• Design, test end-to-end improvement initiatives.
• Lead multi-faceted growth strategy balancing customer focus, innovation and profitability.
• Serve as a thought leader on consumer insights and trends in card engagement.
• Partner with lines of business to drive strategy and investments in digital experiences.

Skills

Customer Experience

Customer Insights

Project Management

Analytical Skills

Verbal & Written Communication

Credit Card product experience

Education

Masters Degree or equivalent

Job description

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.

Job Description

This leadership position is responsible for driving innovative solutions and capabilities across engage and retain portions of the consumer card experience. Responsibilities include clear articulation of customer insights and market trends, data driven decision making, solutioning across multiple platforms, partners, and products, and driving innovative new experiences that will improve our market position, customer satisfaction and engagement.

Responsibilities span our Retail Payment Solutions lines of business and include both debit and credit card within U.S. Bank Brand, Elan agent FI business and our co-brand/partner businesses. In addition, this position will be the primary point of contact for critical strategic initiatives relating card experience, will provide leadership for critical cross business initiatives and partner with PCS Operations teams to deliver innovative, customer-focused, and compelling improvements.

Specifically, this leader will:

• Define CX strategy for critical customer journeys
• Design, test end iterate improvement initiatives
• Demonstrate the ability to develop and lead a multi-faceted growth strategy effectively and efficiently, with the right balance of customer-focus, innovation, and profitability
• Serve as a ‘thought leader’ around consumer insights and competitive trends associated with card engagement
• Have a keen understanding of underlying business drivers, with the ability to drive strategy in partnership with lines of business and operations
• Help drive PCS digital experience investments, priorities, and results

We are looking for a seasoned leader with increasing card management, product management, product development responsibility. A strong customer focus with demonstrated creative thinking and innovation in the financial services space is necessary for success. Credit card partnership experience (in the retail co-brand space) is highly valued. Highly polished written and oral presentation skills, strong facilitation skills and the ability to work in a matrixed organization are required.

Basic Qualifications

• 6 or more years of experience Customer Experience, Customer Insights or a related field
• Masters Degree or equivalent

Preferred Skills/Experience

• Expert knowledge of assigned business line or functional area
• Demonstrated management and leadership skills
• Strong organizational and analytical skills
• Advanced knowledge of project management
• Ability to identify and resolve exceptions and to analyze data
• Excellent verbal and written communication skills
• Credit Card product experience

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.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00

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.