Head of Consumer Bank Data Analytics, CX and Research

Senior Leader Marketing, Analytics & Customer Experience (MACX)

At U.S. Bank, we are committed to advancing Consumer Banking through a customer-first approach. We empower our customers with data-driven insights and seamless, intuitive experiences that help them succeed in a rapidly evolving financial landscape. Our Consumer Banking organization is at the center of this transformationleveraging advanced analytics, artificial intelligence, and customer-centric research to shape the future of financial services.

Role Overview

U.S. Bank is seeking a senior leader within the Marketing, Analytics & Customer Experience (MACX) organization to support our Consumer Banking business. This role will provide strategic leadership and enterprise oversight for Consumer Bankingaligned analytics, insights, customer experience (CX), and research functions.

This leader will set strategy and drive execution across data analytics and customer insights to accelerate growth, enhance customer experiences, and inform product and pricing decisions. The role requires translating complex data into actionable insights and compelling narratives that influence senior leadership and drive measurable business outcomes.

The position spans the full customer lifecyclefrom acquisition and engagement through servicing and retentionand focuses on both customers and prospects. The leader will build and scale advanced analytical capabilities, including predictive models, segmentation frameworks, and product and pricing analytics. In addition, this individual will oversee Voice of Customer (VoC) and customer listening programs, enabling internal partners to understand and act on customer needs and experiences.

Success in this role depends on strong partnership with Consumer Banking Product, Marketing, Sales, Digital, and Technology teams to solve complex business problems through analytics, research, and CX insights. Operating within a centralized, highly accountable MACX model, the leader must balance driving change at pace with disciplined execution aligned to enterprise priorities.

Consumer & Business Banking (CBB) is a national leader in consumer deposits, lending, mortgage origination and servicing, and small business banking. The organization continues to innovate while maintaining its position as the fifth-largest commercial bank in the United States and one of the best places to work.

Key Responsibilities

Data & Insights

• Lead end-to-end analytics across Consumer Banking to improve customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
• Define and implement KPIs, dashboards, and performance metrics aligned to business outcomes.
• Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics.
• Apply advanced statistical methods to analyze, synthesize, and interpret complex data.
• Ensure insights strategies align with Consumer Banking goals and expected outcomes.
• Present insights in clear, visually compelling formats for executive and business audiences.
• Identify, acquire, and manage data sources while ensuring data quality, governance, and security.

Customer Experience (CX) Insights

• Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer-centric decision-making.
• Map and analyze end-to-end customer journeys to identify opportunities to improve experiences across touchpoints.
• Design and lead qualitative and quantitative research to inform CX strategy, product innovation, and service improvements.
• Leverage VoC, CSAT, behavioral analytics, and journey insights to drive continuous CX improvement.
• Champion and partner on inner- and outer-loop CX processes to ensure insights lead to action.
• Collaborate with Product, Marketing, Business Line, and Technology partners to optimize experiences and expand self-service capabilities.

Leadership & Collaboration

• Build, lead, and develop high-performing teams of data scientists, analysts, CX strategists, and researchers.
• Serve as a trusted advisor and thought leader to senior and executive leadership.
• Align analytics and CX initiatives with enterprise and Consumer Banking strategies.
• Drive transformation initiatives focused on efficiency, scalability, and impact.
• Anticipate and respond quickly to changing market conditions, technologies, and customer expectations.
• Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning.

Qualifications & Experience

• 15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services.
• Master's degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline.
• Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy.
• Strong knowledge of consumer banking products, including deposits, lending, payments, and digital services.
• Proficiency with analytics and visualization platforms such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar tools.
• Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies.
• Exceptional leadership, communication, and stakeholder-management skills.
• Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs.
• Advanced capability to lead organizational change across people, culture, technology, and processes.
• Strong understanding of marketing technology ecosystems and applied statistical concepts.
• Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships.