Digital Client Experience Portfolio Director

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

JOB DESCRIPTION

The Digital and Customer Experience Portfolio Director is responsible for directly supporting the Digital and CX agenda, roadmap, financial performance, relevant CX and operational metrics across the portfolio. Engages with first and second line of defense partners to ensure risk is adequately assessed, addressed, and mitigated.
Leads a team that partners closely with senior executives and key members of their organizations across Transformation and Enablement, Operations, Chief Digital Office, Technology, Marketing, Finance, Analytics, Sales, and Enterprise CX to identify and deliver new client experiences that drive digital adoption by employees and customers. Ensuring cross-functional representation throughout discovery, design, development, delivery, and assessment of product experiences to deliver solutions that drive customer and business value.

BASIC QUALIFICATIONS

• Bachelor’s degree, or equivalent work experience
• Eight or more years of relevant experience

PREFERRED SKILLS/EXPERIENCE

• Portfolio Management experience of large complex portfolio of digital products.
• Program/Project Management experience with budget responsibility.
• Banking/Financial Services experience
• Experience working in an agile environment and with agile tools to track product lifecycle & manage backlog (i.e. JIRA, Confluence)
• Experience delivering customer experience data & insights (PowerBI, Qualtrics, UAT)
• Ability to lead and align on all aspects of customer experience across Operational utilities, channels and customer segments.
• Able to influence processes and results with senior executives across Operations and decision makers involved.
• Strong relationship management, executive communication, and influence skills
• Strong problem-solving and conflict resolution skills

KEY RESPONSIBILITIES

• Leads and supports cross-journey portfolio manager resources, ensuring journey teams are staffed appropriately and risk management resources are properly engaged.
• Develops and manages end to end journey roadmaps and portfolio views to evangelize the condition of the customer experience.
• Analyzes and presents data clearly and concisely, allowing the audience to quickly understand the opportunity’s value.
• Identifies, analyzes, and interprets trends or patterns in complex data to understand root cause and to aide in solution exploration.
• Collaborate with cross-functional teams to design, build, and deliver delightful omnichannel client experiences.
• Monitors CapEx contribution and financial results
• Central management of standardized tools/templates

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• 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 la