Digital Client Experience Director - Tempe, United States - U.S. Bank National Association

U.S. Bank National Association
U.S. Bank National Association
Verified Company
Tempe, United States

14 hours ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
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.


The Digital and Client Experience Director is responsible for the Operations Digital CX product vision and strategy and owns the agenda, roadmap, and value creation for an assigned subset of customer experiences.

Partnering with cross-functional teams to ensure prioritization of opportunities align to overall operations & enterprise strategy.

Build deep empathy for clients by uncovering pain points and performing root cause analysis.

Drive research and discovery efforts to uncover unmet customer needs and wants, and pair with operational data to identify valuable customer problems worth solving.


Engages and partners closely with senior executives and their organizations across Transformation and Enablement, Operations, Chief Digital Office, Technology, Sales, Analytics, Marketing, and Enterprise CX to identify and deliver new client experiences that drive digital adoption by employees and customers.


We are currently hiring for three customer experience subsets.

Below you will see them each highlighted along with their key deliverables:

-
Activate & Retain - Build seamless sales-to-service experiences to increase digital adoption earlier in account lifecycle, personalize experiences and content to increase client retention and relationship depth (service-to-sales).
-
Manage & Correspond - Increase digital utilization (frequency, duration, depth) through personalized account details, drive paper out of operations - increase paperless adoption and introduce OCR, eSign across journeys.
-
Engage & Reward - Create a sustained increase in digital engagement through personalized experiences, proactive communications, & relatable content that clients find informative & useful to achieve their financial goals.


Key Responsibilities

  • Leverages existing research and identifies additional research requirements to pair with quantitative data to discover valuable problems worth solving.
  • Creates and utilizes end to end journey roadmaps to evangelize the condition of the customer experience.
  • Analyzes and presents data clearly and concisely, allowing the audience to quickly understand the opportunity's value.
  • Identifies, analyzes, and interprets trends or patterns in complex data to understand root cause and to aide in solution exploration.
  • Identifies and conducts experiments to rapidly improve solutions before and after delivery to customers.
  • Assesses impacts of change on the customer experience, adapts backlog and priority based on new insights.
  • Collaborate with crossfunctional teams to design, build, and deliver delightful omnichannel client experiences.
  • Iteratively build, test, & deliver new functionality for clients.
  • Create and deliver gotomarket communications.

Basic Qualifications

  • Bachelor's degree, or equivalent work experience
  • Eight or more years of relevant experience

Preferred Skills/Experience

  • Experience working in an agile environment and with agile tools to track product lifecycle & manage backlog (i.e. JIRA, Confluence)
  • Experience delivering customer experience data & insights (PowerBI, Qualtrics, UAT)
  • Ability to lead and align on all aspects of customer experience across Operational utilities, channels, and customer segments.
  • Ability to influence processes and results with senior executives across Operations.
  • Strong relationship management, executive communication, and influence skills
  • Ability to communicate well with users, technologists & senior level leaders through their lens.
  • Strong problemsolving and conflict resolution skills
  • Product Manager/Owner experience and/or certifications
  • Banking/Financial Services experience

Location Expectations

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

OpsTE


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 (some may vary based on role, location or hours):


  • Healthcare (medical, dental, vision)
  • Basic term and optional term life insurance
  • Shortterm and longterm disability
  • Pregnancy disability and parental leave
  • 401(k
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