Description
Capital One is seeking a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization.
This role will lead the overall customer experience monitoring and insight generation strategy for the global Customer Channels Operations function.
The ideal candidate will be a visionary leader who can seamlessly blend customer experience advocacy with business objectives, translating operational goals into scalable and measurable solutions.
Key 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 the servicing strategy.
- Act as the primary experience and insight partner to executive leadership within the Card Operations, Servicing Strategy and Shared Services teams.
Requirements:
- 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.
Preferred Qualifications:
- Bachelor's Degree.
- 8+ years of experience leading a Learning & Development organization supporting Customer Operations, Contact Center, or Customer Service.
- 8+ years of experience using instructional design models.
- 8+ years of experience developing and implementing learning strategies.
Salary Information:
- McLean, VA: $229,700 - $262,100 per year.
- Richmond, VA: $208,800 - $238,300 per year.
Benefits:
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support total well-being.