Senior CX Analytics Consultant - Merchant Payment Services

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

U.S. Bank is seeking a Data Analyst to support Merchant Payment Services (MPS) by combining advanced analytical capability with a strong customer experience mindset. This role will acquire and integrate data from multiple sources, apply statistical techniques and analytical tools, and translate complex findings into clear, actionable recommendations. The analyst will examine Voice of Customer (VoC), operational and behavioral data to identify trends, key drivers, root causes and measurable improvement opportunities across the MPS customer journey.

The role partners closely with CX, Product, Operations, Technology and business stakeholders to design analyses, evaluate interventions, improve experience measurement and help leaders make evidence-based decisions. The ideal candidate is technically strong, curious about customer behavior, and able to connect rigorous analysis to practical business action.

What You’ll Do

·       Acquire, integrate, validate and analyze large or complex datasets from customer, survey, operational, behavioral and business sources.

·       Apply statistical methods to answer business questions, identify meaningful trends and patterns, assess relationships, and distinguish signal from noise.

·       Design and evaluate A/B tests and other experiments, including hypothesis development, test design, statistical significance, interpretation and recommendations.

·       Use Python, SQL and related analytical tools to prepare data, automate repeatable analyses, and develop reproducible analytical workflows.

·       Conduct advanced analyses such as driver analysis, segmentation, forecasting, predictive modeling, root-cause analysis and pain-point sizing, as appropriate to the business question.

·       Analyze VoC and CX data to identify customer needs, experience gaps, key satisfaction drivers and improvement opportunities across MPS journeys.

·       Synthesize qualitative and quantitative inputs into clear, compelling insights and executive-ready narratives.

·       Translate findings into prioritized recommendations that improve customer satisfaction, adoption, retention, efficiency or other relevant business outcomes.

·       Develop and enhance dashboards, visualizations and recurring reporting that make insights accessible and actionable for stakeholders.

·       Measure and monitor the results of implemented recommendations, identify emerging trends, and propose adjustments based on evidence.

·       Partner cross-functionally with CX, Product, Operations, Technology, Data Science, Business Intelligence and business teams to provide a holistic view of performance and customer experience.

·       Present analytical findings and recommendations to stakeholders and senior leaders; communicate methods, assumptions, limitations and implications clearly.

·       Ensure data acquisition, use, sharing and analytical outputs comply with company standards, controls and applicable data-governance requirements.

·       Stay current on analytics, experimentation, VoC and CX measurement practices and recommend enhancements to methods, tools and processes.

Basic Qualifications

·       Bachelor's degree in a related field, or equivalent work experience

·       Five to seven years of statistical and/or data analytics experience

Preferred Skills/Experience

·       Strong proficiency in Python and SQL; experience with R, SAS, SPSS or other statistical software is beneficial.

·       Hands-on experience designing, analyzing and interpreting A/B tests or other controlled experiments.

·       Experience with advanced analytics or statistical methods, including regression, driver or relative-importance analysis, segmentation, forecasting and predictive modeling.

·       Experience with Voice of Customer and customer experience measurement, including CSAT, NPS, CES, journey analytics, pain-point analysis or related approaches.

·       Experience with Qualtrics or a similar VoC platform, including survey data extraction, preparation and analysis.

·       Ability to combine survey, customer, operational, financial and behavioral data to quantify experience gaps and business impact.

·       Strong data visualization and storytelling skills, with proficiency in Power BI or similar tools and advanced Excel and PowerPoint capabilities.

·       Experience translating ambiguous business questions into structured analytical approaches and measurable hypotheses.

·       Strong problem-solving, project management and cross-functional collaboration skills.

·       Effective interpersonal, written and verbal communication skills, including the ability to influence stakeholders through evidence.

·       Experience in payments, merchant acquiring, financial services or another complex, data-rich industry.

·       Master’s degree in a quantitative, analytical or customer-focused discipline is a plus.

Location expectations

This role requires working from a U.S. Bank location three (3) or more days per week. 

This position is not eligible for visa sponsorship.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

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: $105,400.00 - $124,000.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

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.

Posting may be closed earlier due to high volume of applicants.