Business Director, Effortless Customer Experiences

Capital One•McLean, VA

About The Position

As a Business Director at Capital One, you will apply your strategic and analytical skills to major company challenges. You’ll team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. The Role: Drive the Customer Experience Analytics Strategy for Retail Bank This is a unique opportunity to lead the end-to-end design, implementation, and analysis of the Retail Bank's Customer Experience (CX) measurement system and business engagement strategy. Your expertise will not just inform strategy – it will define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments. You will guide a dedicated team of Business Analysts accountable for expanding the CX measurement system to include novel, complex insights relevant to the 35+ core customer actions across the customer lifecycle. Additionally, you will guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics. Insights generated through the measurement system will lead to detailed engagements with other Retail Bank teams in service of removing effort and friction from core banking experiences, as well as shape Retail Bank’s annual priority setting.

Requirements

Bachelor’s Degree
At least 4 years of experience performing quantitative analysis
At least 4 years of experience performing qualitative analysis
At least 2 years of experience performing people management
At least 2 years of experience performing project management
Leverage complex datasets across Digital, Call Center, and In-Person channels, and lead the team in its use of SQL/Snowflake and advanced analytical techniques.
Provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey.

Nice To Haves

Master’s Degree
2+ years of experience in financial services
1+ year of experience in consulting

Responsibilities

Drive the Customer Experience Analytics Strategy for Retail Bank
Lead the end-to-end design, implementation, and analysis of the Retail Bank's Customer Experience (CX) measurement system and business engagement strategy.
Define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments.
Guide a dedicated team of Business Analysts accountable for expanding the CX measurement system to include novel, complex insights relevant to the 35+ core customer actions across the customer lifecycle.
Guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics.
Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) regarding which customer effort hot spots we need to improve.
Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action Bank-Wide.
Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete).
Act as the Retail Bank's expert customer analyst.
Frame complex customer pain points, perform exhaustive data analysis, and synthesize findings into novel, high-leverage insights.
Create deep expertise in the Retail Bank about the definition and importance of customer effort.
Bring production-grade effortless data infrastructure to market for broad use and accessibility across Retail Bank.
Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g. increases in Primary Banking Relationships, reductions in call volumes and complaints).
Partner with teams across Retail Bank to identify investment opportunities to reduce customer effort and drive customer and business value.