Customer Experience Differentiation Manager


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 Differentiation Manager supports strategies and initiatives that will deliver a differentiated customer experience. This role is responsible for leading the research and development of new service, product, and marketing offerings for leading customer experience solutions.  The Differentiation team will achieve this objective by influencing and motivating organizational change, gathering market intelligence, leading evaluation and pilot efforts, and developing solutions to improve our customers’ experience.
This is a high profile role that is focused on growth, innovation, and leading cross-functional strategic projects.  The Customer Experience Differentiation Manager will research and understand the risk, profitability, workflow, and market advantage of strategies to pilot, design and oversee their testing, and articulate their incremental value to peers and leadership around the bank.
Specific Responsibilities Include:
  • Lead cross-functional project teams and collaborate with business line advocates to achieve results
  • Design and model structured pilots to test and measure the effectiveness of new Life Event services
  • Define business requirements and lead the development of new service offerings
  • Develop and maintain workflow, project plans, proof of concept, operating procedures, management reports and instructional/training materials required for the evaluation and adoption of new processes and technologies
  • Research, track and communicate industry trends, best practices and competitive service offerings to identify opportunities for growth, innovation, increased market share, and competitive advantage
  • Evaluate and articulate ROI and risk factors such as staffing, infrastructure, profitability and scalability, lead testing and evaluation of all implemented solutions


Strong candidates will have the following qualifications:
  • Bachelor’s degree or equivalent experience required.
  • 10+ years of experience in project management and leadership activities; including a minimum of 3 to 5 years of experience in a Customer Experience related action planning role or related Research & Design, Product Development, or Innovation experience.
  • 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.


Project Management / Analysis

Primary Location


Other Locations

Other Locations Oregon-OR-Portland, CA-CA-San Francisco


1st - Daytime


Yes, 10 % of the Time

Average Hours Per Week