Graphic Designer
PM Group
Customer Experience Manager, Merchant Payment Services
U.S. Bank
full-time
Posted on:
Location Type: Hybrid
Location: California, Illinois, Minnesota, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $119,765 - $140,900 per year
Job Level
SeniorLead
About the role
- Identify, design, and develop customer experience improvements for the Merchant Payment Services Organization
- Establish a clear & actionable roadmap of the customer experience opportunities for high-impact areas
- Engage with business unit leaders to socialize and gain alignment
- Communicate complex ideas using customer insights and data to guide stakeholders
- Manage initiatives spanning multiple functions across Merchant Payment Services environments
- Leverage CX tools such as journey mapping, metrics, and core discovery methodology
- Package insights into compelling narratives using high-quality PowerPoint visualizations
- Present findings and recommendations to executives and senior leaders
- Apply advanced CX techniques to identify and solve customer pain points
- Investigate root causes of customer experience pain points using customer and operational data
- Act as a CX and operational data SME to enable access to data elements
- Conduct data collection discovery, SME interviews, process mapping, and gap analyses
- Evaluate business area's practices to define solutions reducing complexity and improving customer satisfaction
- Incorporate insights from customer interviews and research to develop customer journey and identify pain points
- Build relationships with partners and support implementation & sustain continuous improvement projects
- Estimate project cost/benefit and develop business case for improvements
- Identify success criteria and compelling problem statements for customer pain points
- Manage activity and performance of projects evaluating overall performance for benefit realization
- Support assessment, design, and transition of solution implementation accountability to Transformation delivery teams
- Simplify and streamline business processes, enhance customer communications, and enable effective support/capabilities
- Define project timelines/activities, schedule audits/meetings with stakeholders, and prepare project status reports
- Prepare and socialize meaningful data insights & end-to-end experiences with business units
- Develop post-implementation listening posts & performance reporting to evaluate effectiveness of experience improvements
Requirements
- Master's degree, or equivalent work experience
- 10 or more years of experience in project management activities
- Five or more years of leadership experience in any capacity (preferred)
- Ability to navigate a large, complex & highly matrixed organization
- Ability to manage customer experience projects for assigned business line or for projects that cross multiple business lines
- Ability to multitask, prioritize effectively, manage competing priorities, and comfortable working through ambiguity
- Ability to distill complex subject matter into clear, concise, and actionable next steps
- Excellent verbal and written communication skills; ability to story tell and present materials to senior business line leaders
- Proficient in creating compelling and visually appealing presentations in PowerPoint
- Proficient in developing data collection plans to support discovery and opportunity business cases
- Advanced project planning and critical thinking skills
- Advanced project management skills including ability to organize programs of work and formulate recommendations
- Highly skilled in the MS Office suite (Outlook, Excel Visio Project & PowerPoint)
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
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension (all benefits are subject to eligibility requirements)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementcustomer experience improvementdata analysisprocess mappinggap analysisjourney mappingmetrics evaluationbusiness case developmentcritical thinkingproject planning
Soft skills
leadershipcommunicationstorytellingrelationship buildingmultitaskingprioritizationproblem-solvingnarrative developmentstakeholder engagementadaptability
Certifications
Master's degreeproject management certification
