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

Capital One • McLean, VA

11d • Hybrid

About The Position

Capital One is seeking a Senior Director of Experience & Insight to lead customer experience monitoring and insight generation for its global Customer Channels Operations function. The organization supports more than 16,000 Capital One and vendor contact center agents who assist customers with account servicing, dispute resolution, and other activities. The role will define desired customer experiences, establish how execution is monitored, develop insight-generating activities, and partner across the business to drive improvements. The position is hybrid and follows Capital One’s policy for required on-site presence at the designated office.

The leader will set the long-term experience and insight strategy across customer touchpoints, oversee servicing strategy and standards, translate enterprise brand personality into a servicing persona, modernize monitoring to generate full-file insights, and elevate continuous improvement. The role also leads and develops an experience and insight team and serves as a primary partner to executive leadership in Card Operations, Servicing Strategy, and Shared Services, while establishing engagement models with Product and Segment teams.

The role requires a high school diploma, GED, or equivalent certification; at least seven years of Learning & Development experience; at least seven years of people leadership experience; and at least six years of relationship management experience. A bachelor’s degree and additional experience in customer operations learning, instructional design, learning strategy, relationship management, and remote team leadership are preferred.

The full-time annual salary range is $229,700–$262,100 in McLean, Virginia, and $208,800–$238,300 in Richmond, Virginia. The role is also eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Capital One states that it will not sponsor new applicants for employment authorization or provide immigration-related support for this position.

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 or more years of experience leading a Learning & Development organization supporting Customer Operations, a Contact Center, or Customer Service.
• 8 or more years of experience using instructional design models such as ADDIE or SAM.
• 8 or more years of experience developing and implementing learning strategies.
• 7 or more years of relationship management experience.
• 8 or more years of experience leading teams in a remote environment.

Responsibilities

• Define and execute the long-term experience and insight strategy for all customer touchpoints.
• Set standards for customer experiences, monitor execution against those standards, and generate insights that drive improvement.
• Lead, mentor, and develop a high-performing team of experience and insight professionals.
• Foster a culture of continuous improvement, innovation, and partnership.
• Oversee the design, development, and deployment of the servicing strategy.
• Own and evolve the servicing standard, including expected associate competencies and potential regulatory and business-intent expectations.
• Translate enterprise brand personality into a servicing persona, supported by calibration, change management, and sustainability plans.
• Modernize monitoring beyond existing supplier monitoring activities to deliver full-file insights and 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 with 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; eligibility varies by employment status and management level.
• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED