Senior Director, Customer Experience Strategy – Business Banking, MPS

Senior Director leading customer experience initiatives across Business Banking and Merchant & Payment Solutions for U.S. Bank.

Posted 7/10/2026full-timeMinneapolis • Minnesota, New York, Ohio, Texas • 🇺🇸 United StatesSenior💰 $149,515 - $175,900 per yearWebsite

Key responsibilities & impact

Customer Experience Lead for Business Banking (BB) and Merchant & Payment Solutions (MPS)
Responsible for shaping, driving, and operationalizing end-to-end customer experience strategies across two critical business lines
Ensure that customer experience priorities translate into measurable improvements in satisfaction, growth, servicing effectiveness, and operational performance
Partner across Product, Sales, Servicing, Operations, and Analytics teams to define experience standards, identify critical pain points, and drive coordinated actions that improve customer journeys

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

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

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Soft Skills

StorytellingDeck-Building ExpertiseInfluencing Complex Organizations

Certifications

Bachelor’s DegreeMaster’s Degree Preferred