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

Basic Qualifications:

• Bachelor's degree, or equivalent work experience

• Three to five years of relevant experience

Preferred Qualifications:

• Customer Centricity: A track record of delivering real impact to customers, and a pattern of thinking that puts customer needs front and center.

• High quality standards: A discerning eye for what constitutes quality content, and a track record of delivering unexpected, exciting, and effective training approaches.

• Speed & Agility: the ability to thrive in a fast-paced environment, handle multiple workstreams on changing timelines, switch focus quickly, and remain adaptable to the needs of the moment.

• Project Management: the ability to manage, capture, and convey the status of all projects in a portfolio, including forecasting, asset development, and managing to deadlines.

• Inquiry & Investigation: the ability to seek out actionable customer needs, get to the bottom of pending questions, double-check initial assumptions, and other journalistic habits.

• Writing skill: the ability to craft the right words and phrases into content that is concise, grammatically correct, in a distinct voice, and at the right flow. This trait also includes openness and responsiveness to feedback and editing.

• Comfort and skill with presentations and reports: the ability to speak to an audience in formal and informal sessions, especially to report on progress to stakeholders. This also includes competency in tools such as Microsoft PowerPoint.

Primary responsibilities include:

• Invigorate customer training

  • Combine personal experience with training needs analysis to identify the best education intervention(s) for any given desired customer outcome.

  • Research and implement best practices in the field of Customer Education.

  • Build on current customer education curriculum with new courses, approaches, and formats.

  • Represent the Voice of the Customer when establishing education strategy for new features or releases.

  • Uphold high standards of quality for every customer asset we produce.

• Manage customer training campaigns:

  • Establish annual customer education road-maps that address customer needs and reflect company targets.

  • Design & implement training programs or initiatives using multiple delivery formats (instructor-led, e-learning, leave-behinds, etc).

  • Scope training requirements and assign resources to each project as necessary.

• Project manage customer education deliverables:

  • Manage your own workload and delegate work assignments to ensure production deadlines are met.

  • Stay up to date with assets under development and report on progress with stakeholders.

  • Measure and report on training consumption and training outcomes using LMS and Salesforce data.

• Instructional Design & Development:

  • Build educational assets, in collaboration with training peers and in-house Creative Design Studio.

  • Participate in training needs analyses or intake meetings to develop your understanding of each project’s learning objectives.

  • Develop or work from a “creative brief” to write and edit toward the learning deliverable.

  • Design and Develop training plans and session outlines.

  • Facilitate certain instructor-led trainings as needed, remote-first with the possibility of very occasional travel.

  • Produce informative, clean, and visually appealing Powerpoint slides to support program reporting, training initiatives, courses, conferences, etc.

  • Maintain a growth mindset. Look for ways our training sessions can be better, propose and implement improvements.

  • Consult and collaborate with colleagues to refine written courses, voice-over scripts and other learning content

  • Preferred, not required: Produce e-learning modules in Articulate RISE or Storyline 360

Additional Preferred Qualifications:

• 3+ years direct experience working in a small and medium business (SMB), ideally in the fields of restaurant, small retail, or services. Experience serving these businesses in a Customer Success role would also apply.

• 3+ years of relevant work experience in Customer Success Management, Customer Training or Enablement, Content Management, or Instructional Design.

• 2+ years of instructor led training, presentations, or workshop facilitation experience.

• Demonstrated track record of meeting deadlines in a fast-paced and rapidly changing work environment.

• Excellent communication, writing & design thinking skills.

• High on execution and proactive in seeking out feedback.

• E-learning development experience in Articulate 360 preferred.

• Graphic design skills preferred.

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.

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

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, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $71,485.00 - $84,100.00 - $92,510.00

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