Manager - Strategic Learning & Knowledge Consultant (Hybrid)

Capital One; Deerfield (IL); Hybrid; USD 122,000 - 153,000; Full time

Job summary

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and leaders have the knowledge and skills to solve problems and enable brand defining experiences for millions of customers. The ideal candidate translates business objectives into learning solutions, partnering with stakeholders to drive performance in a hybrid environment.

The role emphasizes strategic learning, program management, and data-driven decision making to deliver measurable

Qualifications

• Experience educating, onboarding, or supporting operations roles.
• Experience partnering with key stakeholders to identify strategic opportunities and define new initiatives for business impact.
• Excellent written and verbal communication with the ability to influence stakeholders at all levels.
• Ability to manage ambiguity, lead through change, and deliver in a matrixed environment.
• High level of initiative, ownership, business acumen and a customer-centric mindset.
• Demonstrated success collaborating with Learning & Knowledge professionals to drive efficiencies and share best practices.
• Ability to apply expertise in adult learning to shape learning strategy and products.

Responsibilities

• Collaborate with business partners to define and execute the strategic learning agenda.
• Translate strategic objectives into impactful learning and knowledge solutions.
• Manage learning program lifecycles, including scope, timelines and budget.
• Use data to measure impact and drive continuous improvement.
• Build strong stakeholder relationships and influence learning outcomes across teams.

Skills

Client facing consulting

Learning strategy

Stakeholder management

Project management

Change management

Communication

Data-driven decisions

Business acumen

Adult learning theory

Education

Bachelor's degree

High School Diploma

Job description

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to solve problems and enable brand defining experiences for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. To transform the learning and knowledge experience, maximize our impact, and enable data-driven, tech-centric learning in the flow of work, we are seeking a Learning & Knowledge Consultant.

Our optimal candidate can seamlessly translate strategic business objectives and intent into impactful learning and knowledge solutions and learner centered experiences. Whether your background is in business, program/product management, or learning strategy, your ability to build alignment and drive progress will be critical. If you are energized by creative problem solving, creating transformational learning, building strong relationships, and managing through complexity to deliver business impact–this role is for you.

The ideal candidate for this role is a/an:

• Strategic Learning Partner: Anticipates future learning needs by staying current with design trends, thinks and solves problems systemically, balances long-term vision with execution rigor, and brings structure to ambiguity while managing competing priorities. Partners with Intent Owners, Ops leaders and key business stakeholders to co-create the annual strategic learning & knowledge agenda and ensures seamless integration and execution across business and learning initiatives.
• Product & Project Minded: Applies iteration, experimentation, and feedback to improve solutions. Manage project scope, timelines, and budget, identifying and mitigating risks or escalating as necessary. Leverages learning needs analysis, prioritization, and managing the full life-cycle of learning requests to enhance impact Balances demand with capacity using data-driven decisions frameworks. Identifies breakdowns across workflows and ensures learning solutions are embedded within operational processes.
• Collaborative: Thrives in matrixed environments. Collaborates with business partners to achieve a broader strategy. Ensures solutions are aligned to true performance drivers.
• Relationship Manager: Cultivates strong stakeholder relationships, acting as a trusted advisor to foster collaboration. Knows and understands the business operations thoroughly and is able to proactively influence learning and knowledge solutions to drive performance.
• Insight-driven Performance Consultant: Diagnoses business problems using consulting frameworks (root cause analysis) to determine whether learning, process, tooling, or organizational interventions are required. Uses data and insights to drive decisions and continuous improvement. Define success metrics upfront aligned to business KPIs to ensure learning and knowledge solutions deliver desired outcomes. Assess intake and conduct learning needs analysis to determine if and what learning and knowledge solutions can drive business intent.
• Storyteller: Communicates with clarity and influence to senior and technical audiences. Collaborates on learner communications and external storytelling, sharing insights and outcomes aof Learning and knowledge solutions

This is a visible role with the ability to impact change and proactively enhance business outcomes via learning and knowledge solutions.

Here is what you need to be successful:

• Experience educating, onboarding, or supporting operations roles
• Experience partnering with key stakeholders to identify strategic opportunities and define new initiatives for business impact
• Ability to communicate effectively both written and verbally, with the ability to influence stakeholders at all levels
• Ability to manage ambiguity, lead through change, and deliver in a matrixed environment
• High level of initiative, ownership, business acumen and a customer-centric mindset
• Demonstrated success collaborating with other Learning & Knowledge professionals to drive efficiencies and share best practices
• Ability to apply expertise in adult learning to shape learning strategy and products

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 3 years of experience in client facing consulting
• At least 2 years of experience in learning or knowledge management
• At least 1 year of experience in project management
• At least 1 year of experience in learning and knowledge strategy

Preferred Qualifications:

• Bachelor's degree
• At least 5 years of experience advising and influencing leadership
• At least 5 years of management consulting experience
• At least 3 years of experience in strategy
• At least 3 years of experience in change management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Chicago, IL: $122,100 - $139,400 for Learning Manager

McLean, VA: $134,400 - $153,300 for Learning Manager

Plano, TX: $122,100 - $139,400 for Learning Manager

Richmond, VA: $122,100 - $139,400 for Learning Manager

Riverwoods, IL: $122,100 - $139,400 for Learning Manager

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.

No agencies please. 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.

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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).