Senior Director, Customer Experience Strategy – Business Banking

U.S. Bank

Senior leader driving customer experience strategy and operational excellence for Business Banking and Merchant & Payment Solutions at U.S. Bank.

Posted 6/16/2026full-timeMinneapolis • Minnesota, New York, Ohio, Texas • 🇺🇸 United StatesSenior💰 $149,515 - $175,900 per yearWebsite

About the role

Key responsibilities & impact

Define and lead the CX strategy and performance framework across BB and MPS
Identify critical customer journeys, pain points, and experience gaps impacting satisfaction, growth, and retention.
Establish and own CX metrics (e.g., CSAT, NPS, complaints, operational indicators) tied to business outcomes.
Ensure performance insights enable root cause identification and action, not just reporting.
Translate CX priorities into actionable, sequenced roadmaps with clear ownership and measurable impact.
Partner with Product, Operations, Servicing, Marketing, and Technology leaders to embed CX improvements into execution.
Drive a closed-loop model where insights lead to actions, outcomes are measured, and improvements are iterated.
Identify opportunities to simplify journeys, reduce friction, and improve customer outcomes across the lifecycle.
Establish governance to track CX initiatives, decisions, and realized impact.
Translate complex data, customer signals, and business context into clear, compelling executive narratives.
Lead the creation of high-impact decks and storytelling artifacts that drive alignment, prioritization, and decision-making.
Serve as a trusted advisor to senior leaders on CX priorities, trade-offs, and investment decisions.
Influence across a highly matrixed organization to drive alignment and momentum on key initiatives.
Lead large-scale CX initiatives to improve end-to-end journeys and operational effectiveness.
Champion a customer-first mindset and embed CX thinking into business decisions.
Drive continuous improvement and innovation in how customer experiences are delivered.
Lead and develop a high-performing team focused on CX strategy, performance, and execution.
Establish standards, governance, and best practices for CX delivery across BB and MPS
Foster a culture of accountability, collaboration, and customer obsession.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience; Master’s preferred
10+ years of leadership experience in customer experience, product strategy, operations, or related disciplines
Proven ability to drive CX improvements tied to business outcomes.
Experience in Business Banking, Merchant Services, or related financial services
Strong executive communication, storytelling, and deck-building expertise
Proven ability to influence complex, matrixed organizations.
Experience leading cross-business journey improvements and large-scale initiatives.
Strong partnership experience with Product, Operations, and Analytics teams

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

CX strategyCX metricsCSATNPSdata analysisroadmap developmentperformance frameworkcustomer journey mappinggovernancecontinuous improvement

Soft Skills

executive communicationstorytellinginfluencecollaborationleadershipcustomer-first mindsetaccountabilityinnovationteam developmentalignment

Certifications

Bachelor's degreeMaster's degree