Sr Director, Product Management - Customer Experience Foundations

Capital One • McLean, VA

120d • $240,300 - $329,100

About The Position

Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry.

Requirements

• At least 9 years of experience working in Product Management.
• Currently has, or is in the process of obtaining a Bachelor's Degree or a Master's Degree in a quantitative field or an MBA with a quantitative concentration.

Nice To Haves

• Experience translating business strategy and analysis into consumer facing digital products.

Responsibilities

• Establishing the long and short-term journeys we want to take customers along via our digital experience, ensuring they can complete immediate jobs to be done and also putting them on a path for lifetime growth.
• Defining the journey moments, value segments, and set of next best actions via our digital experience which maximize value for customers and the business.
• Developing a deep understanding of potential user intent in each journey moment to better predict jobs to be done and how we can best ensure they do them.
• Working with lines of business to understand value drivers for their customers.
• Leveraging the experimentation platform to test and iterate on potential experiences and validating our journey map and ability to increase customer value over time.
• Equipping the personalization and arbitration platform teams with our requirements so they can build the enabling capabilities which power our experience optimization approach.
• Developing platform-wide KPIs and value frameworks to measure the success of our optimized CX, proactive recommendations, spanning engagement and business value.
• Establishing an Enterprise-wide CX governance and sentiment program for our digital web and mobile experiences.
• Evangelizing a unified CX optimization and governance strategy across research, executive leadership, and federated teams, aligning content, functionality, and design decisions to drive outcomes.
• Mentoring and leading a team of product managers, fostering a culture of experimentation, clarity, and customer-centric execution.

Benefits

• 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: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree