Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)
About The Position
Capital One is seeking a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization, which encompasses more than 16,000 Capital One and outside vendor contact center agents. The organization supports customers with activities including account servicing, dispute resolution, and leadership development. The Senior Director will lead the customer experience monitoring and insight generation strategy for the global Customer Channels Operations function. The role will define desired customer experiences, establish how execution is monitored, deploy monitoring activities that generate meaningful insights, and partner across the business to drive improvements. The leader will align customer experience advocacy with business objectives and translate operational goals into scalable, measurable solutions. This role is designated as hybrid, and the employee is expected to follow Capital One’s hybrid policy for on-site presence at the designated office location. The role is eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
Requirements
- 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.
Nice To Haves
- Bachelor’s degree.
- 8+ years of experience leading a Learning & Development organization supporting Customer Operations, a Contact Center, or Customer Service.
- 8+ years of experience using instructional design models such as 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.
Responsibilities
- Define and execute the long-term experience and insight strategy across customer touchpoints.
- Set customer experience standards, strengthen monitoring of execution against those standards, and generate insights to drive improvements.
- Lead, mentor, and develop a high-performing team of experience and insight professionals, fostering continuous improvement, innovation, and partnership.
- Oversee the design, development, and deployment of the servicing strategy.
- Own the servicing standard, currently QXP, including expected associate competencies and expectations for potential regulatory and business intent requirements.
- Translate enterprise brand personality into a servicing persona for customer touchpoints, with a comprehensive calibration, change management, and sustainability plan.
- Modernize monitoring beyond current supplier monitoring activities, with the goal of delivering full-file insights to identify experience improvement opportunities.
- Elevate insights to improve products, processes, and associate execution.
- Serve as the primary experience and insight partner to executive leadership in Card Operations, Servicing Strategy, and Shared Services.
- Define engagement models across Product and Segment teams so identified customer friction can be addressed.
Benefits
- Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
- Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
