Director of Customer Experience

Capital One • Richmond, IL

3d • Onsite

About The Position

As the Director of Customer Experience, you will occupy a critical leadership position tasked with architecting, executing, and scaling the holistic customer acceptance journey across the Discover Network. Within the multifaceted global payments ecosystem, our clientele encompasses issuing institutions, merchant acquirers, enterprise partners, and cardholders. Serving as the principal advocate for the Voice of the Customer (VoC), you will synthesize advanced data analytics with human-centered design principles to pinpoint and eliminate friction across every stage of the payment lifecycle, including onboarding, technical integration, and acceptance. In addition, you will leverage automation and process management to eliminate bottlenecks and manual efforts across teams, manage the intake of cardholder-submitted merchant acceptance and technical referrals, oversee the research, deployment, and remediation of identified issues, and provide executive reporting to leadership and Issuers.

Requirements

• Bachelor’s degree or military experience
• At least 8 years of Customer Experience, Process Transformation or Customer Operations experience
• At least 4 years of people management experience leading and developing global or multi-regional teams
• At least 5 years of experience managing, partnering with, and influencing internal and external stakeholders and managing cross-functional partnerships

Nice To Haves

• 5+ years of experience in financial services, fintech, merchant acquiring or payment network operations
• Hands-on experience with enterprise Customer Experience (CX), Voice of the Customer (VoC), and Customer Relationship Management (CRM) platforms (Salesforce, Relationship Management Systems (RMS), Qualtrics, and Medallia)
• 6+ years leading enterprise process optimization using Lean, Six Sigma, Agile, or Design Thinking methodologies

Responsibilities

• Develop and execute a comprehensive, multi-year Customer Experience (CX) strategy that aligns with our global expansion goals and roadmaps.
• Map complex Business-to-Business (B2B), Business-to-Business-to-Consumer (B2B2C), and Business-to-Consumer (B2C) journeys across the payment lifecycle.
• Identify pain points in merchant acceptance and lead cross-functional initiatives to resolve them.
• Build robust feedback loops. Aggregate quantitative data and qualitative insights to create actionable intelligence for the executive and sales teams.
• Partner tightly with Analytics, Sales, and Compliance teams. Ensure that new platforms—including Relationship Management Systems (RMS) and Salesforce—feature rollouts, security protocols, and platform updates designed with the end-user experience in mind.
• Lead, mentor, and scale a global team of Customer Experience associates, journey process managers, and customer advocacy specialists across multiple time zones.
• Establish clear Key Performance Indicators (KPIs) for the Customer Experience organization.
• Tie Customer Experience improvements directly to business outcomes such as reduced issuer support call volume, increased merchant acceptance, and technical remediation.

Benefits

• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Director