Project Manager- Customer Experience

The Service Experience Studio (SES) is seeking a highly skilled customer experience strategy & journey analyst to support enterprise--scale initiatives by diagnosing customer pain points, mapping end--to--end customer journeys, and translating insights into executive--ready business cases.

This role will partner closely with SES leadership and cross--functional stakeholders to lead customer journey mapping, root cause analysis, competitive benchmarking, and insight--to--action storytelling. The associate will play a critical role in helping SES move work from problem identification to clear, scalable solutions-earning a strong seat at the table on high--visibility initiatives.

- Eight to ten years of experience in project management activities

- Proven experience in customer journey mapping, CX strategy, or service design.

- Project management expereince from inception to post production evaluation.

- Experience synthesizing qualitative and quantitative customer data into insights

- Ability to work independently and lead workstreams with minimal direction

- Strong collaboration skills in cross--functional, matrixed environments

- Experience in financial services or regulated environments

- Prior work with VOC, complaints, or customer advocacy teams

- Experience supporting CAPEX--funded initiatives or investment cases

- Familiarity with enterprise CX frameworks and journey mapping methodologies

- Comfort presenting to VP--level and senior leadership audiences

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

This Position requires attendance at One of the following locations:

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S.

Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $98,175.00 - $115,500.00