Specialized Program Insights Director

US Bank Minneapolis , MN 55415

Posted 7 days ago

TheSpecialized Program Insights Director develops comprehensive, integratedstrategies and priorities leveraging insights gathered from internalspecialized programs, such as the Dynamic Dozen, designed to improve Customerand Employee Experiences at U.S. Bank.

Partnerwith the Managing Committee to facilitate the Dynamic Dozen program, andrecommend opportunities to expand/develop additional programs to generateinsights from key employee groups. Collaborate with all areas of theorganization to identify initiatives and take action on opportunities toimprove the Customer and Employee Experience. Conduct test and learn pilots,and develop plans to implement at scale based on learnings. Monitorresults to identify key bottlenecks, drivers of bottlenecks to improveperformance.

Basic Qualifications

  • Bachelor's degree

  • 10 years in the customer experience industry, involving measurement, research, and development of strategic initiatives in response to KPIs and CX metrics

  • 7 years of experience in complex program management, directing implementation for large-scale initiatives

  • 5 years of research,analytics, statistics and/or database knowledge and experience (usingtools, applications, platforms, etc)

  • Ability to identify new issues, trendsand opportunities from data and bring them to life via Actionable Insights

  • Strong written and verbal communicationskills

  • Client Service headset and strongcustomer service orientation

  • Experience in gathering requirements, identifying milestones, and other project management fundamentals

  • Excellent interpersonal skills to drive cross-functional collaboration and lead change initiatives

  • Intellectually curious, open to new ideas, hypothesis-driven, and fact-based mentality

  • Experience analyzing business processes and developing improvement opportunities

  • Ability to manage the immediate day-to-day operational issues, balanced with the ability to create a point-of-arrival customer service strategy for the medium- to longer-term

  • An entrepreneurial mindset and flexible team player

  • Strong written and oral communication skills

Preferred Skills/Knowledge

  • Experience using Salesforce, Microsoft Dynamics, Qualtrics, Medallia, In Moment, or other customer management platforms

  • MBA degree

  • Knowledge of Agile methods and best practices

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Specialized Program Insights Director

US Bank