U.S. Bank Strategy and Engagement Lead, Omnichannel UX Design in MINNEAPOLIS, Minnesota


The Strategy & Engagement Lead within Omnichannel plays a crucial role in creating world-class experiences that engage, influence and persuade customer sentiment and behavior, working across technology solutions, web, mobile, social and other interactive channels to create a cohesive, Omnichannel experience for all that interact with the company and brand.

This role reports to and supports the Head of Omnichannel Experience.


  • Provide detailed strategy, oversight and guidance as well as granular detail and specificity regarding the exact experience that is delivered to customers.

  • Effectively gather and analyze business intelligence, category best practices, competitive landscape, and consumer insights across a wide range of data inputs.

  • Understand business context, goals, objectives, and organizational direction.

  • Innovate current and future state experience through concept and pilot projects, optimizing present and next generation (step ahead) initiatives.

  • Synthesize consumer insights through a holistic approach, integrating diverse, emerging practices and trends across existing channels.

  • Work with project managers and internal departments to estimate against staffing needs, schedules, roadmaps, and other operational details to successfully track and drive inflight projects.

  • Create mock-ups, prototypes, wireframes, task flows, site maps, personas, and assorted visual communication to showcase key aspects of a proposed experience and how it reconciles business and user needs with brand considerations.

  • Inspire and advocate for innovative work, ideas and planning, centered on human and consumer insights; Sets and drives experience strategy.

  • Collaborate with channel, product, and Omni-path leads on ideal experience, initiative identification and prioritization.

  • Work collaboratively with other leads, designers, researchers, strategists, and partner teams to create the ideal customer experience to maximize benefits in customer sentiment and behavior.

  • Assess work for usability and desirability and appropriateness for the brand.

  • Expected to enhance the brand by creating unique and memorable experiences only our customers/clients could own.

  • Active role in driving and meeting key experience performance criteria and fostering improvement of brand through delivered experiences.

  • Drive the preparation and delivery of user testing, focus groups, guerrilla testing, shareholder interviews, client-facing workshops, and other research efforts to determine key success factors for a project.

  • Analyze, synthesize, and report back on lessons learned to clients and internal teams.

  • Identify and champion measurable value and ROI.

  • Manage experiences across product, channel, pathway, and touch point ecosystem (strategy, definition, quality, success).

  • Partner with other experience designers, visual designers, creative technologists, business consultants, brand planners, experience strategists, client executives, and more to provide connected thinking for customers.

  • Serve as the primary facilitator for planned client meetings.

  • Value integrity and foster a team-driven environment for entrepreneurial minds.

  • Oversee work product of design lead, designer, researcher and prototype staff.

  • Direct design leads, design, research and prototype staff across all aspects of experience activities.

  • Lead small teams of experience designers on projects, mentor junior talent, and take an active role in driving culture via knowledge sharing, show & tells, and more.

  • Work with department leads to identify tools, templates, and techniques to evolve the ways of working in the experience design practice.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.


Basic Qualifications

  • Master's degree, or equivalent work experience

  • 10 or more years of experience in project management and leadership activities

  • Five or more years of managerial experience

Preferred Skills/Experience

  • Mastery of appropriate tools to analyze, synthesize, and communicate strategy deliverables.

  • Be an expert with a variety of processes and approaches like user-centered design methods, agile development, lean design, etc.

  • Excellent verbal and written skills. Design is 99% persuasion. You should be able to win hearts and minds with your words as well as your design.

  • Demonstrate an analytical and detail-oriented mind-set.

  • Experience in leading multi-disciplinary teams working on multiple and/or large scale projects.

  • Mobile experiences a plus.

  • 7-10 years’ experience working on best-of-breed Experience Design projects; strategy experience preferred

  • Bachelor's degree or equivalent experience required in design-related discipline: Interaction, Information or Interface design; Human-Computer Interaction; Design Planning.

  • Master’s degree in design, marketing, business, social science or other relevant graduate degree is preferred.

Job: Project Management / Analysis

Primary Location: Minnesota-MN-Minneapolis

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180002641

Other Locations: CA-CA-San Francisco

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.