CX Insights Consultant - WCIB
$105,400–$124,000 year
HybridChicago, Illinois, United States or Atlanta, Georgia, United States
Job Summary
Lead development and execution of CX insight strategies for Wealth Management by integrating research, analytics, and feedback to drive resolution of high-impact client pain points. Partner with business leaders to translate data into actionable recommendations, define key CX metrics like CSAT, and track performance to identify growth opportunities. Collaborate with cross-functional teams including research, analytics, product, and operations to implement experience improvements using journey- and persona-based approaches. Synthesize quantitative and qualitative data to inform strategy and influence decisions that improve outcomes for clients and the business. Requires 10+ years of experience; offers a hybrid schedule with 3+ in-office days.
Required Qualifications
- Bachelor's degree, or equivalent work experience
- Typically 10 or more years of related experience
- This position is not eligible for visa sponsorship
- The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week
- Experience in customer experience, insights, analytics, business strategy, or related disciplines
- Strong ability to translate data and research into clear, actionable insights that drive business outcomes
- Demonstrated experience influencing stakeholders and leading cross-functional initiatives from concept through execution
- Experience working with customer experience metrics (e.g., CSAT, NPS) and using data to measure performance, identify trends, and evaluate impact
- Excellent communication, presentation, and storytelling skills, with the ability to convey complex insights to senior leaders and business stakeholders
- Proficiency with research and analytics tools (e.g., Qualtrics, Quantum Metric) and business applications such as PowerPoint and Excel
- Experience in banking, wealth management, financial services, retail, manufacturing, or related industries
- Background in customer experience, journey mapping, voice-of-the-customer programs, or customer insights initiatives
- Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities and stakeholders
- Demonstrated ability to influence decisions and drive results without direct authority
- Experience leveraging qualitative, quantitative, and operational data to develop business recommendations and improve client experiences
- Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies
Desired Qualifications
- Master's degree preferred
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