Email Strategy Leader – Pre & Post Charge Digital Collections

U.S. Bank

Digital Collections Email Strategy Lead at U.S. Bank responsible for email strategies to improve payment outcomes.

Posted 5/13/2026full-timeHorsham • Kansas, Minnesota, Montana, Pennsylvania • 🇺🇸 United StatesSenior💰 $119,765 - $140,900 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the proactive email engagement strategy across delinquency and charge off stages, including content, cadence, targeting, sequencing, and channel integration as applicable.
Define customer journeys by segment, including tone and offer structure, and drive test and learn to improve outcomes.
Manage end to end execution of manual email campaigns, from account selection through deployment, evaluation, and optimization.
Own the dynamic email template ecosystem, ensuring templates, variables, and eligibility logic work together correctly across products and stages.
Maintain and validate the configuration tables that drive dynamic email processing and eligibility, including toggles and criteria tables used to enable processing and determine which templates are applied.
Manage dynamic template mappings and variable population logic, including nested variable structures.
Analyze campaign performance, interpret customer behavior insights, and recommend changes to improve funnel outcomes and digital engagement.
Develop standardized reporting and KPIs for email execution and outcomes, supporting control reporting and audit readiness.
Prepare executive summaries and updates for leadership, including clear articulation of in flight initiatives and outcome impacts.
Own the content testing roadmap for dynamic collection email templates and execute structured A/B testing plans.
Manage vendor and technology partner delivery for email strategy execution, ensuring timelines, handoffs, and deliverables are met, and monitoring all parties involved to ensure flawless execution.
Define and optimize internal and external processes, including documentation of existing processes and upkeep activities as part of a sustainable BAU operating model.
Partner with cross functional teams to design and execute a holistic orchestration and Next Best Action strategy that integrates digital and agent-based outreach.

Requirements

What you’ll need

10 or more years of applicable experience.
Applicable professional certifications.
Bachelor's degree, or equivalent work experience.
Experience with database backed rules and criteria management for automated communications (for example, maintaining eligibility tables, variable value tables, trigger timing tables).
Experience designing and executing structured experimentation plans for messaging and content variants.
Experience partnering with Agile technology teams and external vendors to deliver customer communications capabilities end to end.
Experience in the financial services industry, Default Management specifically.
Digital Customer Journey experience.
Understanding of applicable laws, regulations, financial services, and regulatory trends that impact default management.
Strong presentation, relationship building and negotiation skills.
Excellent verbal and written communication skills.
CSS and HTML experience.
SAS and/or SQL experience.
Excel competence.

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

email engagement strategycustomer journey mappingA/B testingdatabase managementeligibility criteria managementcontent experimentationCSSHTMLSASSQL

Soft Skills

presentation skillsrelationship buildingnegotiation skillsverbal communicationwritten communication

Certifications

professional certifications