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.

·       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.

·       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.

·       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, 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.

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: $92,820.00 - $109,200.00