Job DescriptionU.S. Bank is seeking a
CX Insights Consultant - Operations to serve as the
insights lead for the Contact Center channel within the Enterprise Analytics & Customer Experience (EACX) organization.
In this role, you will translate Voice of Customer and operational data into
clear insights, measurable business impact, and prioritized improvement opportunities, partnering closely with business line leaders and cross-functional stakeholders. This is a
high-visibility, consultative role focused on influence, storytelling, and action.
What you'll do- Lead customer experience insights for the Contact Center channel
- Analyze and report survey and experience data, identifying trends, key drivers, and meaningful changes
- Synthesize qualitative and quantitative data into clear, compelling CX narratives
- Identify customer pain points and root causes; quantify business impact
- Deliver actionable and prioritized recommendations to improve customer experiences
- Present insights and performance updates to senior leaders
- Advocate for the customer in cross-functional discussions and decisions
- Partner closely with business line, analytics, and operations stakeholders
- Stay current on CX and VoC best practices; recommend enhancements to listening, reporting, and measurement
- Participate in and support cross-functional initiatives and projects
Basic Qualifications- Bachelor's degree, or equivalent work experience
- Five to seven years of data analysis experience
Preferred Qualifications- 5-8 years of Voice of Customer / Customer Experience experience
- Strong ability to synthesize insights from multiple data sources
- Experience presenting insights and influencing stakeholders
- Experience with Qualtrics or similar VoC platforms
- Strong business acumen and analytical skills
- Experience leading or contributing to cross-functional initiatives
- Data visualization and storytelling experience
- Excellent communication and presentation skills
- Experience in banking, retail, manufacturing, or related industries
- Agile experience
- Proficiency with PowerPoint, Excel, and Word
- Demonstrated leadership skills
- Master's degree preferred
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.This position is not eligible for visa sponsorship.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.
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: $105,400.00 - $124,000.00
Posting may be closed earlier due to high volume of applicants. 
