Consumer Complaints Reporting & Governance Analyst

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.

The Consumer Complaints Reporting & Governance Analyst supports the enterprise Consumer Complaints Management Program through reporting, analytics, governance, and action tracking activities . This role is responsible for facilitation of complaints reporting and follow ups  that help identify customer harm, operational issues, control gaps, regulatory risk, and opportunities for process improvement. The analyst may partner across business lines, Operations, Compliance, Risk Management, Legal, and Quality Assurance to assist in the identification of  emerging complaint trends, evaluate root causes, support remediation efforts, and ensure effective governance over consumer complaint management activities. This role may leverage approved artificial intelligence (AI) and analytical tools to support complaint categorization, thematic analysis, summarization, and pattern identification. The individual may be involved in validating AI-generated outputs, ensuring findings are accurate, explainable, consistently applied, and aligned with internal policies, governance standards, and regulatory expectations.

May Include (but are not limited to) Prepare recurring and ad hoc complaint reporting, dashboards, scorecards, and executive summaries for management, governance committees, and business partners. Work with teams who analyze complaint data to identify trends, emerging risks, root causes, customer impact, and opportunities for process improvement. Review and validate complaint categories, themes, and issue classifications to ensure consistent application of complaint management standards and taxonomies. Identify recurring complaint themes, potential control gaps, customer harm concerns, and issues requiring escalation, remediation, or business follow-up. Maintain tracking and reporting for complaint-related actions, ensuring timely resolution and appropriate governance visibility. Leverage approved AI-enabled tools to support complaint categorization, clustering, thematic analysis, and insight generation, while validating outputs through documented human review and partner engagement Partner with business lines, Compliance, Risk Management, Legal, Operations, and other stakeholders to validate findings, understand root causes, and support corrective actions. Maintain documentation supporting reporting methodologies, categorization rules, governance standards, and AI-assisted analysis activities. Support audits, regulatory examinations, compliance reviews, and management requests related to consumer complaints reporting and governance. Identify opportunities to enhance reporting capabilities, data quality, governance processes, and overall complaint program effectiveness. Basic Qualifications - Bachelor's degree, or equivalent work experience - Typically more than five years of applicable experience Preferred Skills/Experience Experience supporting consumer complaints programs, issue management, regulatory compliance, operational risk, or customer remediation activities Knowledge of consumer protection regulations, complaint management principles, and governance frameworks Experience conducting root cause analysis and identifying emerging operational or regulatory risks Proficiency with Excel, Power BI, Tableau, SQL, or similar reporting and analytics tools Experience working with AI-enabled analytics, natural language processing, text analytics, or machine