Senior Director, Credit Card CX Strategy & Insight

Capital One; Richmond (VA); Hybrid; USD 209,000 - 238,000; Full time

Job summary

Capital One seeks a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization. This hybrid role in Richmond, VA leads strategy to monitor, improve and scale customer experiences across channels.

You will govern insights programs, partner with Product and Segment teams, mentor a high‑performing team, and translate business goals into measurable service enhancements that lift customer satisfaction and loyalty.

Qualifications

• 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
• Bachelor's Degree preferred
• 8+ years leading a Learning & Development organization in Customer Operations/Contact Center/Customer Service
• 8+ years using instructional design models (ADDIE or SAM) preferred
• 8+ years developing and implementing learning strategies
• 7+ years of Relationship Management experience
• 8+ years leading teams in a remote environment

Responsibilities

• Define and execute the long-term experience and insight strategy for all customer touchpoints to deliver exceptional customer experiences.
• Lead, mentor, and develop a high-performing team of experience & insight professionals.
• Oversee the design, development, and deployment of servicing strategy including standard, brand personality, monitoring, and continuous improvement.
• Act as the primary experience and insight partner to executive leadership within Card Operations, Servicing Strategy and Shared Services.

Skills

Learning & Development

People Leadership

Relationship Management

Education

Bachelor's Degree

Job description

Capital One seeks a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization. This hybrid role in Richmond, VA leads strategy to monitor, improve and scale customer experiences across channels.

You will govern insights programs, partner with Product and Segment teams, mentor a high‑performing team, and translate business goals into measurable service enhancements that lift customer satisfaction and loyalty.