Service Experience Lead

About the role

The Service Experience Studio (SES) is seeking a highly skilled customer experience strategy & journey analyst to support enterprise-scale initiatives by diagnosing customer pain points, mapping end-to-end customer journeys, and translating insights into executive-ready business cases. This role will partner closely with SES leadership and cross-functional stakeholders to lead customer journey mapping, root cause analysis, competitive benchmarking, and insight-to-action storytelling. The associate will play a critical role in helping SES move work from problem identification to clear, scalable solutions—earning a strong seat at the table on high-visibility initiatives.

Responsibilities

• Diagnose customer pain points and map end-to-end customer journeys.
• Translate insights into executive-ready business cases.
• Lead customer journey mapping, root cause analysis, competitive benchmarking, and insight-to-action storytelling.
• Partner with SES leadership and cross-functional stakeholders on high-visibility initiatives.
• Drive work from problem identification to scalable solutions.

Requirements

• Bachelor's degree, or equivalent work experience.
• Eight to ten years of experience in project management activities.

Preferred Skills & Experience

• Proven experience in customer journey mapping, CX strategy, or service design.
• Strong root cause analysis and problem-solving skills.
• Experience synthesizing qualitative and quantitative customer data into insights.
• Excellent executive communication and storytelling skills.
• Ability to work independently and lead workstreams with minimal direction.
• Strong collaboration skills in cross-functional, matrixed environments.
• Experience in financial services or regulated environments.
• Prior work with VOC, complaints, or customer advocacy teams.
• Experience supporting CAPEX-funded initiatives or investment cases.
• Familiarity with enterprise CX frameworks and journey mapping methodologies.
• Comfort presenting to VP-level and senior leadership audiences.

Schedule

This role offers a hybrid/flexible schedule with an in-office expectation of 3 or more days per week. The position requires attendance at one of the following locations: NC-Charlotte, AZ-Tempe, MN-St Paul, OR-Gresham, or ND-Fargo.

Benefits

• 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.

Pay

The salary range for this role is $98,175.00 - $115,500.00, reflecting figures based on the primary location. The actual range may differ based on the role's location. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401(k) contribution and pension (all benefits are subject to eligibility requirements).