Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)

Overview

Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)

Capital One is seeking a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization. It is one of the largest communities within the company, and this organization encompasses more than 16,000 Capital One and outside vendor contact center agents.  The group assists customers with a wide variety of important activities, including but not limited to account servicing, dispute resolution, and leadership development.

We are seeking a highly strategic and experienced Senior Director of Experience to lead the overall customer experience monitoring and insight generation strategy for our global Customer Channels Operations function. This pivotal role will be responsible for designing, implementing, and managing a comprehensive ecosystem to improve customer experience. To do that, this leader will be expected to define world-class customer experiences, set the strategy for how to monitor that the experiences we’ve defined are being executed, deploy appropriate monitoring activities to generate meaningful insights and leverage those insights with partners across the business to drive marked improvements. The ideal candidate will be a visionary leader who can seamlessly blend customer experience advocacy with business objectives, translating operational goals into scalable and measurable solutions.

Key Responsibilities:

Strategy & Vision 

Define and execute the long-term experience and insight strategy for all customer touchpoints to deliver exceptional customer experiences by setting the standard, elevating how we monitor execution against the standard and generate meaningful insights to drive improvement.

Team Leadership 

Lead, mentor, and develop a high-performing team of experience & insight professionals. Foster a culture of continuous improvement, innovation, and partnership.

Program Design & Delivery

Oversee the design, development, and deployment of our servicing strategy including:

• Servicing Standard: Currently set as QXP, our standard defines the competencies we expect associates to execute against to provide the best experience for our customers. Additionally, we own the standard for what we expect for potential regulatory (PR) and business intent (BI) expectations.
• Brand Personality: This role will take the lead on translating enterprise brand personality into a servicing persona that we strive to demonstrate in our customer touchpoints. Building this requires a comprehensive calibration, change management and sustainability plan.
• Modernize Monitoring: Expanding beyond our current set of supplier monitoring activities, we aspire to deliver against full-file insights to identify opportunities to improve the experience.
• Continuous Improvement: Elevating the insights we generate will be critical to improving products, processes and associate execution. 

Stakeholder Management

Act as the primary experience and insight partner to executive leadership within the Card Operations, Servicing Strategy and Shared Services teams. Define the best engagement model across Product and Segment teams to ensure identified friction has a path to improvement.

This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 7 years of experience in Learning & Development
• At least 7 years of People Leadership experience
• At least 6 years of Relationship Management experience 

Preferred Qualifications:

• Bachelor's Degree
• 8+ years of experience leading a Learning & Development organization supporting Customer Operations, Contact Center, or Customer Service
• 8+ years of experience using instructional design models (like ADDIE or SAM)
• 8+ years of experience developing and implementing learning strategies
• 7+ years of Relationship Management experience 
• 8+ years of experience leading teams in a remote environment

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).

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: $229,700 - $262,100 for Sr Director, Operations

Richmond, VA: $208,800 - $238,300 for Sr Director, Operations

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 the Capital 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.

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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).