Director, Customer Experience
BrightseedSalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Sr. Business Director, Customer Experience Strategy at Capital One
McLean, Virginia, United States
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial Services, Retail BankingIndustries
Requirements
- Lead a team of ~17 analysts in the Retail Bank, focusing on Future of Retail Bank Servicing, Call Center Strategy & Analytics, and Customer Experience Measurement
- Set the 2035 destination vision for Retail Bank Servicing by integrating research on technology (automation, Gen AI), evolving customer needs, and Capital One’s business strategy
- Partner closely with Product, Design, Operations, and Tech leaders to set strategy and ensure implementation aligns with the vision
- Oversee analytical team for day-to-day call center staffing forecasts, optimization, and integration with Discover’s customers
- Lead optimization of IVR call routing for balance of customer experience and cost efficiency; set long-term Call Center vision
- Oversee Retail Bank’s CX measurement system, including metrics across Digital, Call Center, and In-Person experiences to identify high-impact effort hot spots
- Establish robust data infrastructure for capturing CX data (app, call center, branches/cafes), synthesize monthly insights for leadership, and influence resource allocation
- Develop comprehensive strategy for Future of Retail Bank Servicing to achieve business objectives using evolving technologies and customer needs
- Optimize Call Center operations short-term and long-term
- Surface key customer pain points, provide novel insights on high-leverage CX investments, and enable data use in decision-making
- Design executive readouts for Retail Bank President and Leadership team to motivate alignment and action
- Strategic thought leadership
- White-space problem solving and ability to structure ambiguous problems
- Analytical rigor to identify highest leverage focus areas
- Ability to engage cross-functional and cross-LOB stakeholders at MVP+ level through storytelling in slides to motivate alignment and action
- Proven track record of decision making and problem solving based on analytics
- Strong quantitative orientation complementing conceptual thinking skills
Responsibilities
- Strategic leadership: Develop business strategies that drive growth, profitability, and competitive success for Capital One amid shifting consumer and regulatory demands
- Strategic and analytic orientation: Apply rigorous analytic marketing and credit analysis in decision making and problem solving
Skills
Customer Experience Strategy
Data Analytics
Call Center Optimization
IVR Systems
Staffing Forecasting
Gen AI
Automation
CX Metrics
Retail Banking
Strategic Visioning
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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