Strategic Capability Experience Lead — Banking Platforms

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

Job summary

U.S. Bank's Branch & Small Business Banking Platforms & Capabilities team seeks a senior Capability Experience Manager to shape banker technology.

You will own the end-to-end experience for assigned capabilities, define the future-state vision, and develop multi-year roadmaps that align business strategy with delivery. Leveraging cross-functional partnerships across Product, Digital, Technology, Operations, Compliance, Risk, and Analytics, you will translate frontline needs into actionable

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

Job description

U.S. Bank's Branch & Small Business Banking Platforms & Capabilities team seeks a senior Capability Experience Manager to shape banker technology.

You will own the end-to-end experience for assigned capabilities, define the future-state vision, and develop multi-year roadmaps that align business strategy with delivery. Leveraging cross-functional partnerships across Product, Digital, Technology, Operations, Compliance, Risk, and Analytics, you will translate frontline needs into actionable