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

The Enterprise Analytics & Customer Experience (EACX) department works to deliver insights to support U.S. Bank’s journey to be a leading, customer-centric organization. The role of the Qualitative Data Analytics team within the Operations & Enterprise Insights team is to advocate for clients by providing compelling insights through analytics, making actionable recommendations, and collaborating with teams across U.S. Bank.

The Senior Qualitative Analyst must manage large, enterprise analysis projects from start to finish. The analyst will be utilizing various analytical techniques to identify opportunities using data from contact center calls, customer experience surveys, chat transcripts, social media, digital session replays, customer metadata, and complaints. The analyst will be responsible for synthesizing and presenting a comprehensive understanding of how business line partners should focus their resources to drive continuous improvement. The analyst will document, organize, and interpret large data sets & their results. The analyst will partner across the customer experience department and with key business line partners clearly and persuasively sharing actionable insights and recommendations.

Key Responsibilities:

Senior Speech & Text Analysis:

Utilize speech & text analysis techniques to summarize and interpret data, providing clear insights into trends, patterns, anomalies and opportunities.

Perform in-depth data analysis to support various business functions, ensuring data accuracy and actionable insights.

Advanced Dashboard & Reporting Development:

Design, develop, and maintain interactive dashboards and reports using data visualization tools within Qualtrics to present key metrics and insights to stakeholders.

Ensure dashboards and reports are user-friendly, accurate, and aligned with business needs.

Create comprehensive PowerPoint materials to relay key continuous improvement recommendations and ensure partner alignment.

Data Engineering:

Identify, source and manipulate new data sources and metrics for use in analysis.

Build and optimize data pipelines and API processes to ensure seamless integration and high-quality data availability for analysis.

Collaborate with data engineering teams to enhance data infrastructure and resolve data quality issues.

Problem Solving:

Address complex business problems with innovative analytical approaches and solutions.

Work cross-functionally to define analytical requirements, develop solutions, and implement strategies to address business challenges.

Advanced Statistics & Data Science:

Apply advanced statistical methods and data science techniques, including natural language understanding, machine learning, and AI to uncover trends and drive data-driven decision-making.

Develop and implement analytical models to measure potential impact on key metrics based on continuous improvement recommendations.

Strategic Mindset:

Develop a deep understanding of the Complaints COE and continuous improvement opportunities to contribute to strategic initiatives and drive business transformation.

Continuously evaluate and refine analytical approaches to stay aligned with evolving market conditions and business goals.

Ability to partner with product partners, marketing, strategic partners, customer experience, and various business partners to translate a business problem into an analytics exercise.

Executive Presentation & Communication:

Communicate complex data findings and insights effectively to both technical and non-technical stakeholders through compelling presentations and reports. Advanced storytelling capabilities to present to senior and executive level leaders.

Develop and deliver presentations that clearly articulate the value of analytical insights and recommendations using effective and easy to understand data visualizations.

Analyzes opportunities to improve customer experiences by leveraging advanced text analytics to create sustainable, repeatable, and quantifiable processes that identify actionable continuous improvement opportunities. Collaborates with key stakeholders across the enterprise to improve this methodology as additional advancements are possible. 

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Eight to 10 years of related experience
 

Preferred Skills/Experience

5+ years of experience in an analytics, insights, and executive reporting role; including a minimum of 5 years of experience in the financial services industry within a customer experience focused role.

Direct in role experience using speech & text analytics tools (e.g., Nexidia/Qualtrics/AWS) is highly desired. 

Experience with digital replay tools (e.g., LogRocket/Glassbox/Quantum Metric) is also desired.

Experience with one or more Business Intelligence and Data Mining Tools desired (e, g, MicroStrategy, Tableau, Cognos, SAS, SPSS, RapidMiner, R, Minitab, STATA).

Ability to quickly grasp and articulate the essence of complex issues/data, adept at operating with both high-level concepts and detailed analysis.

Excellent storytelling, facilitation, communication, and presentation skills.

Ability to influence senior and executive level leadership.

Location Expectations 
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.

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 (some may vary based on role, location or hours):

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

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

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: $119,765.00 - $140,900.00 - $154,990.00

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.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.