Head of Consumer Bank Data Analytics, CX and Research

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

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 transformation—leveraging 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 Banking–aligned 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 lifecycle—from acquisition and engagement through servicing and retention—and 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 in