Omnichannel- Channel 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.

Omnichannel brings all of U.S. Bank to our customers by creating solutions that empower people to achieve financial dreams. We anticipate customer needs and create simple, seamless experiences to meet those needs - no matter how they choose to bank with us. 
Omnichannel is transforming the way we do business with our customers.  The .com Channel Manager will be a key leader in this transformation by defining and implementing consistent branding across all sales and service aspects of the web and mobile sites, representing all products and business lines. This manager will partner closely with other sales and service leaders within Omnichannel to ensure .com is optimized to drive sales / revenue, self-service and connections to other channels. This manager will also partner closely with the Digital Marketing function to ensure that search, advertising and content strategies are aligned to draw prospective customers to the top of the funnel.
This sales and customer experience focused individual will have product/channel ownership responsibilities for, including leadership of the “Rebrand” program which is a multi-year effort to transform our site experience to be fully mobile responsive and ADA compliant. This role will define the set of capabilities needed to deliver sales and service objectives and translate those capabilities into a strategic roadmap of sequenced initiatives and in many cases serve as the business lead. This individual will need to have a deep understanding of financial services ecommerce, digital marketing tactics and the role .com plays in connecting customers to other channels.   
This is an extremely dynamic role responsible for helping to establish and articulate a vision for how U.S. Bank can become more relevant to its target customer segments and how to meet the segment’s deposit, investing and borrowing needs across the customer life cycle. If you’d like the ability to really affect a business and would like to sponsor significant change in your next role, this opportunity may be perfect for you!  
Essential Functions
  • Channel Management – Overall responsibility (strategy, execution and operational) for web and mobile
  • Sales and Service Pathway Integration – Bring an understanding of how the .com channel integrates with both the sales and service pathways. Leverage this expertise to optimize the shop/browse and pre-authentication service experiences.
  • Relationship Management - Create and maintain relationships with key business product, sales and marketing areas to understand goals, gaps and opportunities for growth. Advocate for those constituent relationships in bank wide forums.  Create strong bi-directional communication paths to ensure alignment between Omnichannel and business line strategies/roadmaps.
  • Technology - Maintain a comprehensive understanding of the technologies that serve the site and Digital Marketing functions. In particular the Adobe suite of products (e.g. Adobe Experience Manager). Define opportunities to enhance those technologies / platforms, and identify new technologies / platforms, to positively impact the customer experience and drive business performance. 
  • Roadmap – Partner to develop and maintain a roadmap of strategic and tactical projects that are aligned to the achievement of a customer experience and digital sales growth vision. 
  • Execution - Serve as the Business Lead for the Rebrand program. Develop project artifacts that ensure business and customer objectives are met. Own communication with stakeholders to ensure clarity and transparency.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.



Basic Qualifications
- Master's degree, or equivalent work experience
- 10 or more years of experience in project management and leadership activities
- Five or more years of managerial experience
Preferred Skills/Experience  
- 8+ years of ecommerce / digital channel management experience
- 5+ years of experience developing future state customer experiences
- 5+ years of digital sales and prospect acquisition experience
- Strong understanding of how to optimize site content for multiple device formats to drive sales conversion and self-service migration
- Strong business acumen and understanding of how to tie .com performance to business results
 -Strong ability to measure and report on overall site performance across a variety of dimensions (sales, self-service, operational etc.)
 -Effective relationship skills and organizational savvy to work across business segments
 -Collaborative and a team player
 -Experience leading cross-functional teams
 -Excellent verbal, written and presentation skills – Excel and PowerPoint skills required
 -Demonstrated ability to identify opportunities, build case and influence senior management to take action
 - Demonstrated knowledge and implementation of Adobe Experience Manager
 -Considerable experience with customer focused design and development projects
- Knowledge of customer segmentation models
- B2B and Financial Services experience is a plus but not required
- Ability to manage multiple high priority projects to completion in a timely manner
- Excellent tactical planning and project management skills
- Strong partnership and interpersonal skills to work effectively across teams and influence decision makers
- Tenacious analytical skills, with experience interpreting and summarizing financial and web KPIs
- Demonstrated ability to identify opportunities and build cases for taking action
- Proficiency with digital marketing strategies (SEM, SEO, display advertising, multivariate testing, propensity driven offers and prequalification)


Project Management / Analysis

Primary Location


Other Locations

Other Locations CA-CA-San Francisco


1st - Daytime

Average Hours Per Week