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Market Research - Customer Experience/Voice of the Customer New
Category: Banking, Insurance
  • Your pay will be discussed at your interview

Job code: lhw-e0-89830458

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U.S. Bank

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  Job posted:   Fri May 18, 2018
  Distance to work:   ? miles
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Market Research - Customer Experience/Voice of the Customer New

The Customer Experience Office Voice of the Customer team works to deliver insights to support US. Bank's journey to be a leading, customer centric organization. The team functions as an enterprise resource to analyze, synthesize and socialize customer insights with our various internal partners. The Voice of the Customer Program New Initiatives Manager leads insights to action with internal partners supporting strategic growth initiatives. Additionally, the position will be responsible for "telling the consumer story", by aligning VOC insight with other critical information (e.g., operational and financial metrics, complaints, etc.) in a compelling and powerful fashion. The team uses consumer feedback, surveys and activity data to identify customer pain points and opportunities for differentiation. Our role is to advocate for consumers by providing compelling business cases, making actionable recommendations, driving solutions where we own the experience, and collaborating with teams across US Bank to implement changes in people, products, processes, systems and policies to drive the most customer centric experience.


+ Enterprise resource to analyze, synthesize and socialize customer insights with our various internal partners

+ Lead enterprise wide integration efforts, deep dives on key enterprise topics impacting loyalty and differentiated experiences

+ Liaise with our business partners supporting strategic growth initiatives to provide them with the necessary data and insight to consistently measure our products, processes and experiences

+ Create compelling business cases and recommendations that drive action and support business decisions through the effective use of data, customer insight and analysis

+ Create and monitor metrics/dashboards/reports to identify trends and track the impact of key initiatives

+ Participate in cross-channel projects and teams to ensure we are supporting these efforts and up to speed with potential upstream/downstream activities

+ Direct market research vendors focused on creating insight through a variety of analysis efforts, including, but not limited to, text analytics, speech analytics, syndicated research, transaction and end to end experience research

+ Use Voice of the Customer to inform our efforts to align and prioritize opportunities with our brand promise and purpose

+ Apply broad knowledge of banking, service and customer experience to identify trends, competitive advantages, pain points and risks--not just historically, but proactively where possible

+ Stay abreast of leading edge customer experience measurement techniques and capabilities

+ Manage vendor relationships in accordance with company policies and procedures

+ Manages a market research budget

+ Support and leverage the various Voice of the Customer programs by growing our information sources and providing timely, insightful analysis and actionable recommendations to profile and define market opportunities.


Strong candidates will have the following qualifications:

+ Bachelor's degree required, Masters preferred

+ Minimum of 10 years Voice of the Customer research management, vendor oversight required

+ Management of market research surveying with consumers required, experience with different methodologies preferred

+ Financial services experience preferred

+ Strong analytical and problem solving skills, loyalty metric and case study work preferred

+ Demonstrated success as a change agent, a willingness and ability to facilitate change and effectively address resistance

+ Experience in leading complex, cross-functional projects and teams

+ Excellent communication and presentation skills, executive storytelling experience preferred

**Job:** Project Management / Analysis

**Primary Location:** Minnesota-MN-Minneapolis

**Shift:** 1st - Daytime

**Average Hours Per Week:** 40

**Requisition ID:** 180018507

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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