Senior Director, Customer Experience Strategy – Business Banking & MPS

 

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

Customer Experience Lead for Business Banking (BB) and Merchant & Payment Solutions (MPS) is a senior leader responsible for shaping, driving, and operationalizing end-to-end customer experience strategies across two critical business lines.

This role operates at the intersection of customer, product, operations, and strategy—ensuring that customer experience priorities translate into measurable improvements in satisfaction, growth, servicing effectiveness, and operational performance.

The leader will partner across Product, Sales, Servicing, Operations, and Analytics teams to define experience standards, identify critical pain points, and drive coordinated actions that improve customer journeys at scale.

With accountability across BB and MPS, this role requires a leader who can balance strategic vision with execution, influence across a complex matrix, and drive alignment on high-impact initiatives that enhance customer outcomes and business performance.

Key Responsibilities

Customer Experience Strategy, Performance & Measurement

• Define and lead the CX strategy and performance framework across BB and MPS
• Identify critical customer journeys, pain points, and experience gaps impacting satisfaction, growth, and retention.
• Establish and own CX metrics (e.g., CSAT, NPS, complaints, operational indicators) tied to business outcomes.
• Ensure performance insights enable root cause identification and action, not just reporting.
• Translate CX priorities into actionable, sequenced roadmaps with clear ownership and measurable impact.

Insight-to-Action & Execution

• Partner with Product, Operations, Servicing, Marketing, and Technology leaders to embed CX improvements into execution.
• Drive a closed-loop model where insights lead to actions, outcomes are measured, and improvements are iterated.
• Identify opportunities to simplify journeys, reduce friction, and improve customer outcomes across the lifecycle.
• Establish governance to track CX initiatives, decisions, and realized impact.

Executive Storytelling & Influence

• Translate complex data, customer signals, and business context into clear, compelling executive narratives.
• Lead the creation of high-impact decks and storytelling artifacts that drive alignment, prioritization, and decision-making.
• Serve as a trusted advisor to senior leaders on CX priorities, trade-offs, and investment decisions.
• Influence across a highly matrixed organization to drive alignment and momentum on key initiatives.

Customer Experience Transformation

• Lead large-scale CX initiatives to improve end-to-end journeys and operational effectiveness.
• Champion a customer-first mindset and embed CX thinking into business decisions.
• Drive continuous improvement and innovation in how customer experiences are delivered.

Leadership & Team Development

• Lead and develop a high-performing team focused on CX strategy, performance, and execution.
• Establish standards, governance, and best practices for CX delivery across BB and MPS
• Foster a culture of accountability, collaboration, and customer obsession.

Basic Qualifications

• Bachelor’s degree or equivalent experience; Master’s preferred
• 10+ years of leadership experience in customer experience, product strategy, operations, or related disciplines
• Proven ability to drive CX improvements tied to business outcomes.

Preferred Skills/Experience

• Experience in Business Banking, Merchant Services, or related financial services
• Strong executive communication, storytelling, and deck-building expertise
• Proven ability to influence complex, matrixed organizations.
• Experience leading cross-business journey improvements and large-scale initiatives.
• Strong partnership experience with Product, Operations, and Analytics teams

Leadership Expectations

• Operates with an enterprise mindset across business lines.
• Balances strategic vision with strong execution discipline
• Drives clarity, accountability, and measurable outcomes
• Champions customer-centric decision making and continuous improvement.

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.

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

Review our full benefits available by employment status here.

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.

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.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00

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.