Text Analytics Program Manager - VOC


At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.

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.  This position will be responsible for guiding our Text Analytics capability within the Voice of the Customer team.  The Text Analytics Program Manager will be charged with developing a strategic roadmap, collaborating closely with our vendor partners to enhance the capability, and delivering actionable insights on key areas of focus for business partners. The Voice of the Customers role is to be an advocate for our customers by providing actionable insights to key business partners and collaborate with teams across US Bank to implement changes in products, processes, systems and policies to drive the most customer-centric experience. 
  • Cross functional leadership of VOC Analysts focused on best practices for leveraging unstructured data.
  • Develop multi-year strategic roadmap for the capability to drive toward best-in-class text analytics in partnership with the VOC Channel Director.
  • Consult with internal business partners to design, define, and modify insights analysis studies leveraging their qualitative and quantitative data. 
  • Provide compelling recommendations that drive action through the effective use of data, customer insight, and analysis presentation skills.
  • Lead and guide maintenance of Text Analytics Models, Queries, and Rules related to categorization across multiple projects.
  • Apply broad knowledge of banking, service and customer experience to identify trends, pain points and risks—not just historically, but proactively where possible.
  • Lead development of metrics/dashboards/reports to identify trends and track the impact of key initiatives.
  • Play a critical communications role by interacting with internal clients to clearly and succinctly communicate insights both verbally and visually through presentations.
  • Manage budget and vendor contracts for the capability.


Strong candidates will have the following qualifications:
  • Bachelor's degree required. 
  • 8 years of experience in Financial Services, Marketing, and/or Insight Leadership roles including experience with Text Analytics.
  • Knowledge of and experience with text analytics (e.g., Clarabridge) is required.
  • Strong focus on qualitative and quantitative data analysis including statistical techniques, general data analysis and trend analysis among others. 
  • Experience working across insight teams to integrate text analytics into holistic insight development.
  • Excellent written, verbal and interpersonal communication, organization, analytical and statistical skills.
  • Must be highly proficient in Microsoft Office Suite, specifically Power Point and Excel. 
  • Experience in financial services industry.


Marketing / Communications

Primary Location



1st - Daytime


Yes, 10 % of the Time

Average Hours Per Week