Insights Consultant

Customer Experience (Cx) Insights Consultant

U.S. Bank is seeking a Customer Experience (CX) Insights Consultant to drive strategic business outcomes by identifying and enhancing exceptional customer experiences aligned with our One U.S. Bank strategy. This role primarily supports WCIB business lines, with a focus on Institutional clients.

The CX Insights Consultant adopts a customer and employee-centric lens to continuously evaluate and improve experiences. By synthesizing feedback across analytics and research, the Consultant uncovers actionable insights and recommends experience enhancements that deliver measurable impact across the Bank. The ideal candidate excels in collaboration, insight curation, and strategic influence.

Key Responsibilities :

Develop and execute holistic insights plans for designated business areas, integrating research, analytics, and feedback.

Prioritize insights initiatives based on strategic business needs and opportunities.

Serve as a liaison to business partners, guiding them through existing CX and EX knowledge to identify high-impact improvements.

Construct learning plans and deliver integrated insights that inform strategic decision-making.

Identify growth opportunities by uncovering unmet customer needs, monitoring emerging trends, and analyzing competitive dynamics.

Recommend actions that enhance customer retention, mitigate CX / EX risks, and support business growth.

Collaborate with research and analytics teams to deliver tailored insights that meet business line objectives.

Basic Qualifications : Bachelor's degree, or equivalent work experience - Eight to ten years of experience in project management activities

Preferred Skills / Experience :

Strong business acumen and understanding of macrotrends affecting customers and the banking industry.

Proven ability to synthesize insights from diverse sources and identify strategic opportunities.

Demonstrated success in data visualization and storytelling.

Excellent verbal, written, and presentation communication skills.

Proficient in using research platforms such as Qualtrics and Quantum Metric to derive actionable insights.

Strong analytical skills and proficiency in core business tools (e.g., PowerPoint, Excel, Word).

Experience in banking, retail, manufacturing, or related industries.

Background in customer experience functions.

Strong organizational and analytical capabilities.

Demonstrated leadership and influence skills.

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.