Sr Business Director, Customer Experience Strategy

Overview

Sr Business Director, Customer Experience Strategy

The Senior Business Director for Customer Experience Strategy will lead a team of ~17 analysts in the Retail Bank, focusing on three key pillars 1) Future of Retail Bank Servicing 2) Call Center Strategy & Analytics and 3) Customer Experience Measurement across all Retail Banking experiences.

This is a highly strategic and analytical role that uses data and insights from our current Retail Bank servicing environment, paired with cutting edge research on automation, Gen AI, and evolving customer needs, to set the strategic direction for the Retail Bank.  

• Future of Retail Bank Servicing: Set the destination vision for 2035 servicing for one of the largest Retail Banks in the US.  Bring together research on where the world is going with technology and customer needs, plus an understanding of Capital One’s business strategy, to set a 2035 vision that we can start executing on in 2026.  Lead a team of analysts and partner closely with Product, Design, Operations, and Tech leaders to set the strategy and ensure implementation aligns with the strategic vision.  

• Call Center Strategy & Analytics: Oversee an analytical team who sets day to day staffing forecasts and optimization of the call center, including oversight of integration with Discover’s customers.  Through your team, lead the thinking on how to best optimize our IVR (Interactive Voice Response) call routing system to create the best balance of customer experience and cost efficiency. Set the destination vision for the Call Center in partnership with Operations, Design, Product, and Tech leaders as a part of the Future of Retail Bank Servicing work.

• Customer Experience Measurement: Oversee Retail Bank’s customer experience (CX) measurement system.  Our measurement system has a suite of metrics across Digital, Call Center, and In-Person experiences where we identify the ‘effort hot spots’ for customers that are most high impact.  This team is establishing a robust data infrastructure for capturing customer experience data (e.g. across our app, call center, and branches/cafes), synthesizing insights monthly for Retail Bank leadership, and influencing where the Retail Bank focuses our scarce resources to move the needle on improving customer experience.

Key Results

• Develop a comprehensive strategy for the Future of Retail Bank Servicing that achieves business objectives through recommendations on how to best leverage evolving technologies while meeting customer needs

• Optimize our Call Center operations on both a short term and long term basis

• Surface key customer pain points, provide novel insights on where the leverage is in investing in improving our customer experience, and establish the data infrastructure that enables partner teams across Retail Bank to use our customer experience data in decision-making

• The ultimate audience for all of these bodies of work will be the President of the Retail Bank and the Retail Bank Leadership team.  Design readouts for this executive audience that will motivate alignment and action.   

The most critical skills for this role will include: strategic thought leadership; white-space problem solving and ability to put structure to an ambiguous problem; analytical rigor applied to identify the highest leverage focus areas; ability to engage a broad array of x-functional and x-LOB stakeholders at the MVP+ level through storytelling in slides that can motivate alignment and action.

Responsibilities:

• Strategic leadership:  Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands 

• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management 

• Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business 

• Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills 

• Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment

• Partnership:  Work closely with colleagues across Capital One including:  IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability  

• Leadership:  May manage and develop multiple analysts.  Coaching and mentoring associates with a goal of developing and retaining talent at Capital One 

• Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results 

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus 

Basic Qualifications:

Bachelor’s Degree

At least 2 years of experience in quantitative analysis

At least 2 years of experience in qualitative analysis

At least 2 years of experience in people management

At least 2 years of experience in project management

Preferred Qualifications:

Master’s Degree

5+ years of experience in quantitative analysis

5+ years of experience in qualitative analysis

3+ years of experience in people management

3+ years of experience in product development

3+ years of experience in financial modeling

3+ years of experience in economic forecasting

3+ years of experience in project management

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $264,300 - $301,700 for Sr Business Director

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).