Banking Capabilities & Experience Lead (SMB/Branch)

U.S. Bank; Columbus (OH); On-site; USD 139,000 - 164,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Basic life insurance

Disability insurance

Parental leave

401(k) retirement plan

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a senior Capability Experience Manager to shape the future of banker technology. You will own end-to-end experiences, translate frontline needs into actionable strategies, and guide multi-year roadmaps connecting business strategy to execution.

Your leadership will advance fraud controls, identity verification, and modernized servicing transactions, driving measurable value. Leverage deep expertise in banker workflows, enablement, and emerging technology to prioritise

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.

Responsibilities

• Define and champion the strategic vision, future-state experience, and long-term evolution of banker-facing platforms, tools, equipment, and capabilities.
• Own the end-to-end colleague experience across assigned domains, ensuring solutions are intuitive, scalable, efficient, and aligned to business and client needs.
• Serve as the business leader and advocate for frontline employees, ensuring their needs are represented.
• Identify and evaluate emerging technologies, industry trends, and innovation opportunities to enhance banker effectiveness.
• Develop, maintain, and govern 12–36 month capability roadmaps aligned to enterprise priorities and business objectives.
• Translate complex business, operational, compliance, and customer needs into clear demand for Digital and Technology partners.
• Establish success metrics and value realization plans to ensure technology investments deliver measurable business, operational, experience, and financial outcomes.
• Influence investment decisions through development of business cases and value propositions supporting growth, optimization, risk reduction, and experience improvements.
• Partner with leadership teams to evaluate tradeoffs, prioritize opportunities, and align technology investments with strategic goals.
• Own business requirements and capability outcomes from concept through implementation.
• Lead the definition, documentation, and refinement of business requirements, process flows, and future-state experiences to support solution design and delivery.
• Collaborate with cross-functional teams including Product, Digital, Technology, Operations, Compliance, Risk, and Analytics to ensure successful execution.
• Provide strategic guidance throughout delivery, helping resolve complex issues, balancing competing priorities, and ensuring solutions achieve intended outcomes.
• Act as the accountable business representative for assigned capabilities during planning, development, testing, implementation, and adoption.
• Analyze experience, operational metrics, usage trends, feedback, and performance data to identify opportunities for improvement.
• Leverage banker feedback, support data, and frontline experience insights to identify and eliminate pain points, reducing friction, and enhancing the colleague and client experience.
• Establish meaningful success measures and track adoption, business results, operational improvements, and experience outcomes.
• Evaluate emerging authentication technologies, digital identity capabilities, and AI-enabled solutions that improve security and user experience, reduce manual effort and improve decision-making.
• Champion a culture of innovation, continuous learning, and data-driven decision making.
• Influence stakeholders across multiple organizations to align priorities, build consensus, and drive enterprise outcomes.
• Serve as a thought leader and trusted advisor on banker technology strategy, capability development, and experience design.

Skills

Project management

Strategic thinking

Leadership

Cross-functional collaboration

Education

Master's degree or equivalent

Job description

U.S. Bank is seeking a senior Capability Experience Manager to shape the future of banker technology. You will own end-to-end experiences, translate frontline needs into actionable strategies, and guide multi-year roadmaps connecting business strategy to execution.

Your leadership will advance fraud controls, identity verification, and modernized servicing transactions, driving measurable value. Leverage deep expertise in banker workflows, enablement, and emerging technology to prioritise