Senior Director, Experience & Insight — Card CX

Capital One Group; McLean (VA); Hybrid; USD 230.000 - 262.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Incentive compensation

Comprehensive benefits

Zusammenfassung

Capital One seeks a Senior Director of Experience & Insight for its global Credit Card Customer Experience team. The role leads monitoring and insights to improve customer experiences, guiding servicing strategy, brand personality, and continuous improvement across operations.

The position requires strategic leadership, strong stakeholder collaboration, and extensive experience in Learning & Development and relationship management, with a hybrid work arrangement at Capital One offices in McLean,

Qualifikationen

• High School Diploma, GED, or equivalent certification.
• 7+ years of Learning & Development experience.
• 7+ years of People Leadership experience.
• 6+ years of Relationship Management experience.
• Bachelor's Degree.
• 8+ years leading a Learning & Development organization supporting Customer Operations, Contact Center, or Customer Service.
• 8+ years of experience using instructional design models (like ADDIE or SAM).
• 8+ years of experience developing and implementing learning strategies.
• 7+ years of Relationship Management experience.
• 8+ years of experience leading teams in a remote environment.

Aufgaben

• Strategy & Vision: Define and execute the long-term experience and insight strategy for all customer touchpoints to deliver exceptional customer experiences by setting the standard, elevating how we monitor execution against the standard and generate meaningful insights to drive improvement.
• Team Leadership: Lead, mentor, and develop a high-performing team of experience & insight professionals. Foster a culture of continuous improvement, innovation, and partnership.
• Program Design & Delivery: Oversee the design, development, and deployment of our servicing strategy including: Servicing Standard, Brand Personality, Modernize Monitoring, Continuous Improvement.
• Stakeholder Management: Act as the primary experience and insight partner to executive leadership within the Card Operations, Servicing Strategy and Shared Services teams.

Ausbildung

Bachelor's Degree

Jobbeschreibung

Capital One seeks a Senior Director of Experience & Insight for its global Credit Card Customer Experience team. The role leads monitoring and insights to improve customer experiences, guiding servicing strategy, brand personality, and continuous improvement across operations.

The position requires strategic leadership, strong stakeholder collaboration, and extensive experience in Learning & Development and relationship management, with a hybrid work arrangement at Capital One offices in McLean,