Head of Strategic and Engagement Services

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 Head of Strategic and Engagement Services is responsible for driving stakeholder engagement, service excellence, workforce engagement, and business support services across the organization. This role serves as a strategic partner to business leaders, ensuring effective coordination, communication, governance, and operational execution that support business objectives and enhance the overall stakeholder experience. Key Responsibilities • Lead stakeholder engagement strategies and serve as a primary point of coordination between Operations and business partners to ensure alignment on priorities, service expectations, and strategic initiatives • Support 40+ business lines through middle office coordination, processing oversight, workflow management, issue resolution, and day-to-day business partnership activities • Drive governance, communication, service review, and feedback processes to improve transparency, responsiveness, and stakeholder satisfaction • Develop and execute engagement, communication, and culture initiatives that strengthen organizational effectiveness and workforce engagement • Oversee administrative and business support services, establishing service standards, operating procedures, resource management practices, and performance expectations • Drive operational excellence through process improvement, workflow optimization, standardization, and continuous improvement initiatives • Develop performance metrics, reporting, and service measurements to identify opportunities for increased efficiency, effectiveness, and stakeholder satisfaction • Lead strategic initiatives and organizational change efforts that improve service delivery, engagement outcomes, and business performance • Partner across Operations, Technology, Product, Risk, Finance, and Business Line functions to ensure seamless execution of priorities and resolution of business challenges • Ensure adherence to governance, compliance, risk management, and control requirements while maintaining a strong focus on service quality and operational effectiveness Education Bachelor’s degree in Business Administration, Finance, Operations Management, Organizational Leadership, Communications, or a related field Master’s degree preferred Professional Experience 15+ years of progressive leadership experience within financial services, banking, operations, client services, consulting, or a related industry 10+ years leading large, complex organizations and cross-functional teams Proven experience managing stakeholder relationships, service delivery models, operational support functions, and business engagement activities Demonstrated success leading strategic initiatives, organizational transformation, and process improvement programs Experience supporting complex operational environments with multiple business partners and stakeholders Leadership Qualifications Strong leadership, relationship management, and influencing skills Ability to build trusted partnerships across all levels of the organization Exceptional strategic thinking, problem-solving, and decision-making capabilities Demonstrated ability to lead through complexity, ambiguity, and organizational change Excellent communication, stakeholder management, and organizational effectiveness skills Strong understanding of client service, middle office operations, workflow management, service delivery, governance,