Digital Insights Program Manager

U.S. Bank; Chicago (IL); On-site; USD 93,000 - 109,000; Full time

Benefits offered by this job

Healthcare

Life Insurance

Disability Insurance

401(k)

Job summary

U.S. Bank seeks a Digital Insights Program Manager to drive customer measurement programs across digital experiences. You will partner with product owners, researchers, and analysts to translate insights into action, influencing product roadmaps and experience strategies.

The role emphasizes strategic thinking, data storytelling, and the ability to communicate complex findings to diverse stakeholders. Location: Chicago; travel and sponsorship requirements vary.

Qualifications

• Bachelor's degree or equivalent work experience.
• Five to eight years of experience in project management activities.
• Three or more years of experience in customer experience, analytics, or market research.
• Strong analytical, problem-solving and communication skills.

Responsibilities

• Lead design, implementation and optimization of Voice of the Customer programs across digital channels.
• Partner with product owners and analysts to align measurement strategies with business objectives.
• Develop dashboards and insights on CSAT, NPS, and experience drivers.
• Identify feedback gaps and implement measurement enhancements.
• Synthesize data into actionable recommendations for product roadmaps.

Skills

Project management

Analytics

Data storytelling

Stakeholder influence

Education

Bachelor's degree or equivalent

Tools

Tableau

Power BI

Qualtrics

Adobe Analytics

Quantum Metric

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

Drive Digital Experiences Through Customer Insight The Digital Voice of the Customer team transforms customer feedback and behavioral data into actionable insights that influence product strategy, digital experiences, and business decisions across the enterprise. U.S. Bank is seeking a Digital Insights Program Manager to develop customer measurement programs that help teams better understand customer needs, identify growth opportunities, and prioritize initiatives with the greatest customer and business impact. You’ll partner closely with multiple business lines and cross-functional partners to develop CX measurement programs, and develop insights that inform decisions, product roadmaps and experience strategies. This role is ideal for a strategic, analytically minded professional who enjoys solving complex problems, designing measurement strategies, and translating customer insights into meaningful action.

What You’ll Do

• Lead the design, implementation, and optimization of Voice of the Customer measurement programs across digital channels and experiences
• Partner with product owners, marketing technology teams, researchers, analysts and business leaders to develop measurement strategies aligned to business objectives
• Develop reporting dashboards and insights that communicate customer satisfaction, experience drivers, behavioral signals, and performance metrics
• Identify feedback gaps and implement measurement enhancements that enable meaningful customer insights
• Build strong partnerships across the organization and serve as a trusted partner on customer experience measurement and digital performance
• Ensure accuracy, consistency, and integrity across analysis, reporting, and documentation
• Analyze complex datasets to identify patterns, opportunities, risks, and drivers of customer satisfaction
• Synthesize quantitative, qualitative and behavioral evidence into clear, actionable recommendations that influence business priorities and product roadmaps.

Why This Role Matters

• The Digital Voice of the Customer team serves as the enterprise’s connection to customer satisfaction across digital experiences. We help teams understand how products and services perform through the eyes of the customer by measuring behavior, capturing feedback, and uncovering opportunities for improvement.
• In this role, you’ll develop customer experience measurement strategies, drive product roadmaps, and influence business decisions by turning customer feedback into actionable insights that drive measurable results.

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Five to eight years of experience in project management activities

Preferred Skills/Experience

• Three or more years of experience in customer experience, consumer insights, analytics, consulting, or market research
• Strong analytical, problem-solving, and critical-thinking skills
• Experience translating business questions into measurement frameworks and actionable insights.
• Effective interpersonal, verbal, and written communication skills
• Ability to build relationships and influence stakeholders across multiple levels of the organization
• Ability to manage multiple priorities in a fast-paced environment
• Knowledge of behavioral analytics platforms such as Quantum Metric, Adobe Analytics or similar technologies)
• Knowledge of analytic tools and techniques used to measure, analyze, and communicate customer satisfaction outcomes
• Experience performing diagnostic or predictive analyses to identify key drivers, risks, and opportunity areas
• Knowledge of customer experience tracking programs, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Experience with customer feedback platforms such as Qualtrics or a similar CX platform
• Demonstrated ability to combine qualitative and quantitative insights to develop a comprehensive view of the customer experience
• Strong data storytelling skills, with skills in data visualization a plus
• Experience creating dashboards and visualizations using Tableau, Power BI, or similar tools
• Strong presentation and data storytelling skills

Location expectations

This role requires working from a U.S. Bank location three (3) or more days per week. This position is not eligible for visa sponsorship. 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

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.

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.

Pay Range: $92,820.00 - $109,200.00

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.