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

The Customer Experience team works to deliver insights to support U.S. Bank’s journey to be a leading, customer-centric organization. The role of the Speech and Text Analytics Reporting team within the Voice of the Customer team is to advocate for consumers by providing compelling insights through analytics, making actionable recommendations, and collaborating with teams across U.S. Bank to implement changes in people, products, processes, systems, and policies to drive improvements in key customer metrics.

The Customer Experience Analyst will drive insights into action by leveraging several data sources to identify top customer and employee pain points within the contact center channel. The analyst will be utilizing various analytical techniques to identify these opportunities using data from contact center calls, customer experience surveys, digital session replays, customer metadata, and complaints. The analyst will be responsible for synthesizing and presenting a comprehensive understanding of customer complaints. The analyst will also assist with identifying opportunities that support complaint prevention. The analyst will document & organize large amounts of data points to establish, maintain, and update data connectors. This will include data mapping as well as setting up both manual and automated data transfers. The analyst will partner across the customer experience department and with key business line partners within the contact center to support the continuous improvement of the customer experience.

Basic Qualifications

Bachelor's degree, or equivalent work experience

Five to eight years of experience in project management activities

Preferred Skills/Experience

5+ years of experience in an analytics, insights, or executive reporting role; including a minimum of 3 to 5 years of experience in the financial services industry within a customer experience focused role.

Strong focus on qualitative and quantitative data analysis including statistical techniques, general data analysis, and trend analysis among others.

Strong analytical, problem-solving, project and program management skills.

Knowledge of and experience with speech & text analytics (e.g., Nexidia/Qualtrics/AWS) is highly desired. Experience with digital replay tools (e.g., LogRocket/Glassbox/Quantum Metric) is desired.

Experience with one or more Business Intelligence and Data Mining Tools desired (e, g, MicroStrategy, Tableau, Cognos, SAS, SPSS, RapidMiner, R, Minitab, STATA).

Ability to quickly grasp and articulate the essence of complex issues/data, adept at operating with both high-level concepts and detailed analysis.

Excellent storytelling, facilitation, communication, and presentation skills.

Ability to influence senior and executive level leadership.

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.

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

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

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

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: $92,820.00 - $109,200.00 - $120,120.00

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.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.