Senior Director, CX & Insight - Credit Card

Capital One Group; Virginia; Hybrid; USD 209,000 - 262,000; Full time

Job summary

Capital One is seeking a Senior Director of Experience & Insight for its Credit Card Customer Experience organization. This hybrid role leads the strategy and execution of the customer experience monitoring ecosystem across global operations.

The candidate will drive insights, define standards, and partner with product and segment teams to translate operational goals into scalable, measurable improvements. Strong leadership in a remote setting is essential.

Qualifications

• 7+ years of Learning & Development leadership experience in Customer Operations or Contact Center settings.
• Experience leading teams in a remote or hybrid environment is preferred.
• Experience using instructional design models (ADDIE or SAM) and developing learning strategies.

Responsibilities

• Define and execute the long-term experience & insight strategy for all customer touchpoints.
• Lead, mentor, and develop a high-performing team of experience & insight professionals.
• Oversee design, development, and deployment of servicing strategy and monitoring to generate actionable insights.
• Partner with executive leadership across Product and Segment teams to drive improvements.

Skills

Learning & Development

People Leadership

Relationship Management

Stakeholder Management

Education

Bachelor's Degree

Job description

Capital One is seeking a Senior Director of Experience & Insight for its Credit Card Customer Experience organization. This hybrid role leads the strategy and execution of the customer experience monitoring ecosystem across global operations.

The candidate will drive insights, define standards, and partner with product and segment teams to translate operational goals into scalable, measurable improvements. Strong leadership in a remote setting is essential.