Customer Experience Optimization Strategist

U.S. Bank; Minneapolis (MN); Hybrid; USD 120,000 - 141,000; Full time

Benefits offered by this job

Healthcare

401(k) plan

Paid vacation

11 paid holidays

Disability insurance

Job summary

U.S. Bank is seeking a Senior Experience Designer to drive customer experience strategy, research, insights, and end-to-end solution development across the customer journey. Focus is on customer experience strategy rather than visual/interface design, with strong emphasis on research, analytics and cross-functional collaboration.

The role is hybrid, requiring three days per week at the listed U.S. Bank location, with flexibility for other days.

Qualifications

• User experience design experience.
• Experience applying advanced quantitative and analytical methods to identify customer experience drivers, prioritize opportunities, and inform strategic business recommendations.
• Experience mentoring peers, leading complex workstreams, and serving as a player-coach within a multidisciplinary team.

Responsibilities

• Leverage human-centered design methods to plan, create, and present persuasive, engaging, and strategic ideas that influence product roadmaps and demonstrate a solution's potential for success.
• Performs competitive analysis of direct/indirect competitors and monitors the marketplace for new trends to inform the research and design process.
• Translate business, contractual, technical, and user needs into end-to-end customer, employee, and 3rd-party experiences that are accessible, inclusive, and compliant.
• Designs omni-channel experiences that help customers meet their goals, are empathetic and easy to use, improve customer satisfaction, and drive deeper product adoption.
• Deliver experiences that have been validated through experimentation, testing and optimization.
• Conduct design within an agile environment and champion the integration of design across the entire release cycle (discover, deliver, and assess).
• Conform with reusability standards by leveraging and/or expanding the Design System and established platform capabilities.
• Manages across Enterprise users to define and deliver product performance goals (e.g., outcomes, customer experience, etc.).
• Collaborate with design peers and key stakeholders (Marketing, Brand, CX, etc.) to ensure artifacts and deliverables accurately represent and align to the U.S. Bank brand, and create interconnectivity across customer, client, and employee touchpoints for all business segments

Skills

Product interdependencies

KPIs design systems

User research

Cross-functional collaboration

Facilitation

Design thinking

Job description

U.S. Bank is seeking a Senior Experience Designer to drive customer experience strategy, research, insights, and end-to-end solution development across the customer journey. Focus is on customer experience strategy rather than visual/interface design, with strong emphasis on research, analytics and cross-functional collaboration.

The role is hybrid, requiring three days per week at the listed U.S. Bank location, with flexibility for other days.