Business Director, Product Strategy & Analytics (Assistance & AI)

Capital One; San Francisco (CA); On-site; USD 251,000 - 287,000; Full time

Job summary

Capital One is seeking a Director of Business Analytics to lead analytics strategy, data infrastructure, and product analytics for the Assistance & AI team. You will bridge customer experience metrics and operational efficiency, drive rigorous experimentation, and empower a high-performing team of business and data analysts.

You will partner with Product, Tech, Operations, Finance and others to improve quality, volume, service and profitability while delivering strategic directives in a

Qualifications

• Bachelor’s degree required.
• 4+ years of quantitative analysis experience.
• 4+ years of qualitative analysis experience.
• 2+ years of people management experience.
• 2+ years of project management experience.

Responsibilities

• Lead analytics strategy and data infrastructure for CX and OPEX outcomes.
• Build scalable measurement frameworks for product analytics and experiments.
• Partner with Product, Tech, Operations and Finance to drive improvements in quality, volume, service and profitability.
• Mentor and develop analysts to sustain high performance across the team.
• Drive executive-level communication and influence strategic decisions.

Skills

Quantitative analysis

Qualitative analysis

People management

Project management

Education

Bachelor’s Degree

Master’s Degree

Job description

Business Director, Product Strategy & Analytics (Assistance & AI)

The Assistance & AI team develops AI-powered capabilities to assist customers through chat and the help hub, and uses Generative Engine Optimization (GEO) to unlock new growth opportunities in emerging channels like AI search.

We are seeking a Director of Business Analytics to lead our analytics strategy, data infrastructure, and product analytics team. In this role, you will bridge customer experience (CX) metrics and operational efficiency (OPEX) outcomes across our digital assistance and self-service channels. You will build scalable measurement frameworks, drive data-backed business strategies, lead rigorous experimentation, and empower a high-performing team of business and data analysts.

General Responsibilities

• Strategic leadership: Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands
• Leadership: May manage and develop multiple analysts. Coaching and mentoring associates with a goal of developing and retaining talent at Capital One
• Execution: Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently
• Partnership: Work closely with colleagues across Capital One including: Product, Tech, Operations, Finance and others to drive improvement in quality, volume, service, and profitability
• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management
• Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business
• Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
• Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
• Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment
• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus

Basic Qualifications

• 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

Preferred Qualifications

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

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

McLean, VA: $230,400 - $263,000 for Business Director
Richmond, VA: $209,500 - $239,100 for Business Director
New York, NY: $251,400 - $286,900 for Business Director
San Francisco, CA: $251,400 - $286,900 for Business Director
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well‑being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).