VP, Customer Experience & Research - Payments

U.S. Bank

. Establish and lead the end‐to‐end customer experience research and insights strategy for Payments .

Posted 3/29/2026full-timeIllinois, Minnesota, North Carolina, Ohio • 🇺🇸 United StatesLead💰 $149,515 - $175,900 per yearWebsite

About the role

Key responsibilities & impact

Establish and lead the end‐to‐end customer experience research and insights strategy for Payments
Define and maintain a forward‐looking research agenda aligned to business priorities, product roadmaps, and emerging industry trends
Oversee qualitative and quantitative research, journey analysis, behavioral insights, and feedback mechanisms to develop a holistic view of customer needs, pain points, and adoption drivers
Ensure insights are synthesized into clear, compelling narratives that inform executive decisions
Define experience success measures tied to business outcomes such as growth, retention, usage, servicing efficiency, and risk reduction
Continuously monitor payments, fintech, and customer experience trends to identify implications for PCS products, experiences, and capabilities
Champion a closed‐loop approach where insights drive action, outcomes are measured, and learnings are continuously refined
Lead, mentor, and develop a high‐performing team of customer experience researchers and insight professionals
Serve as a trusted advisor to senior PCS and enterprise leaders on customer experience priorities and implications

Requirements

What you’ll need

Bachelor’s degree or equivalent experience; Masters degree preferred
10+ years of progressive leadership experience in customer experience, research, insights, product strategy, or related disciplines
Demonstrated success translating customer insights into business, product, and experience outcomes at scale
Deep understanding of payments, financial services, or adjacent regulated industries
Proven ability to influence across complex, matrixed organizations without direct authority
Exceptional executive communication, storytelling, and stakeholder management skills
Experience leading customer experience research for consumer and/or small business financial products
Strong partnership experience with Product Management, Experience Design, and Analytics teams
Familiarity with agile product development and human‑centered design methodologies
Experience integrating multiple data sources into cohesive insight frameworks

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience researchqualitative researchquantitative researchjourney analysisbehavioral insightsdata integrationagile product developmenthuman-centered designproduct strategyinsight frameworks

Soft Skills

leadershipmentoringexecutive communicationstorytellingstakeholder managementinfluencecollaborationstrategic thinkingproblem-solvingadaptability

Certifications

Bachelor's degreeMaster's degree