Head of Customer Advocacy and Experience

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 Head of Customer Advocacy will lead translation of customer feedback into meaningful business improvements and investment priorities. This leader will drive cross-functional initiatives that improve the customer experience by identifying root causes, influencing product and operational roadmaps, and partnering across the enterprise to implement sustainable solutions. They will also serve as the business owner for customer complaint strategy and resolution.

This role reports to the General Manager of the Fidelity credit card program. This leader is expected to lead all customer servicing, operations, complaints related forums with the partner. While the role is heavily partner focused, it will have significant internal visibility because the initiatives will drive improvements across the bank.

The ideal candidate combines deep credit card operations expertise with product management discipline and a passion for customer advocacy. They are equally comfortable analyzing data, engaging with executive stakeholders, and leading complex initiatives that span operations, technology, servicing, risk, and product teams.

Key Responsibilities

• Dedicated point person for all operations and complaint-related initiatives and forums.

• Own the end-to-end customer complaint management strategy, including governance, prioritization, root cause analysis, and resolution.

• Establish a disciplined process for converting customer feedback into actionable business recommendations and investment opportunities.

• Lead cross-functional initiatives that improve the customer experience across servicing, disputes, fraud, alerts, communications, fulfillment, and digital experiences.

• Partner with Product, Operations, Technology, Risk, Marketing, Compliance, and Customer Service teams to define and execute strategic enhancements.

• Develop executive reporting and dashboards that identify emerging trends, quantify customer impact, and measure improvement over time.

• Advocate for the voice of the customer in product development, strategic planning, and investment decisions.

• Build business cases for enhancements by combining complaint data, operational metrics, financial impact, and customer insights.

• Influence prioritization across multiple stakeholder groups to ensure resources are focused on initiatives with the greatest customer and business value.

• Drive continuous improvement efforts by identifying systemic issues and implementing scalable, long-term solutions.

• Present recommendations and progress updates to senior leadership and executive forums with clarity and data-driven insights.

Basic Qualifications

• Bachelor’s degree or equivalent work experience.

• 8–10 years of relevant experience in financial services, credit cards, product management, operations, customer experience, or related disciplines.

Preferred Qualifications

• Demonstrated experience leading complex cross-functional initiatives from strategy through execution.

• Experience leveraging customer feedback and operational data to influence product or business strategy.

• Strong analytical, communication, and executive presentation skills.

• Knowledge of credit card servicing and operations, including disputes, fraud, customer service, fulfillment, or servicing processes.

• Product management experience with a track record of defining requirements and influencing technology roadmaps.

• Experience performing root cause analysis and driving enterprise-wide process improvements.

• Strong understanding of customer experience measurement, complaint management, and operational excellence principles.

• Ability to build relationships and influence stakeholders across all levels of the organization without direct authority.

• Proven ability to balance customer advocacy with risk, regulatory, operational, and financial considerations.

• Experience developing executive-level metrics, dashboards, and strategic recommendations.

• Familiarity with Agile methodologies and change management practices is a plus.

Success in This Role

The successful candidate will:

• Champion the voice of the customer while driving business objectives.

• Translate customer pain points into measurable improvements and strategic investments.

• Operate with a product mindset, focusing on long-term, scalable solutions rather than tactical fixes.

• Influence across organizational boundaries to drive alignment and execution.

• Foster a culture of continuous improvement through data-driven decision making and strong partnership.

Location expectations

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

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: $141,210.00 - 172,590.00

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.