Sr. Business Director, Customer Experience Strategy

Sr. Business Director, Customer Experience Strategy

The Senior Business Director for Customer Experience Strategy will lead a team of ~17 analysts in the Retail Bank, focusing on three key pillars 1) Future of Retail Bank Servicing 2) Call Center Strategy & Analytics and 3) Customer Experience Measurement across all Retail Banking experiences.

This is a highly strategic and analytical role that uses data and insights from our current Retail Bank servicing environment, paired with cutting edge research on automation, Gen AI, and evolving customer needs, to set the strategic direction for the Retail Bank.  

• Future of Retail Bank Servicing: Set the destination vision for 2035 servicing for one of the largest Retail Banks in the US.  Bring together research on where the world is going with technology and customer needs, plus an understanding of Capital One’s business strategy, to set a 2035 vision that we can start executing on in 2026.  Lead a team of analysts and partner closely with Product, Design, Operations, and Tech leaders to set the strategy and ensure implementation aligns with the strategic vision.  

• Call Center Strategy & Analytics: Oversee an analytical team who sets day to day staffing forecasts and optimization of the call center, including oversight of integration with Discover’s customers.  Through your team, lead the thinking on how to best optimize our IVR (Interactive Voice Response) call routing system to create the best balance of customer experience and cost efficiency. Set the destination vision for the Call Center in partnership with Operations, Design, Product, and Tech leaders as a part of the Future of Retail Bank Servicing work.

• Customer Experience Measurement: Oversee Retail Bank’s customer experience (CX) measurement system.  Our measurement system has a suite of metrics across Digital, Call Center, and In-Person experiences where we identify the ‘effort hot spots’ for customers that are most high impact.  This team is establishing a robust data infrastructure for capturing customer experience data (e.g. across our app, call center, and branches/cafes), synthesizing insights monthly for Retail Bank leadership, and influencing where the Retail Bank focuses our scarce resources to move the needle on improving customer experience.

Key Results

• Develop a comprehensive strategy for the Future of Retail Bank Servicing that achieves business objectives through recommendations on how to best leverage evolving technologies while meeting customer needs

• Optimize our Call Center operations on both a short term and long term basis

• Surface key customer pain points, provide novel insights on where the leverage is in investing in improving our customer experience, and establish the data infrastructure that enables partner teams across Retail Bank to use our customer experience data in decision-making

• The ultimate audience for all of these bodies of work will be the President of the Retail Bank and the Retail Bank Leadership team.  Design readouts for this executive audience that will motivate alignment and action.   

The most critical skills for this role will include: strategic thought leadership; white-space problem solving and ability to put structure to an ambiguous problem; analytical rigor applied to identify the highest leverage focus areas; ability to engage a broad array of x-functional and x-LOB stakeholders at the MVP+ level through storytelling in slides that can motivate alignment and action.

Responsibilities:  

• Strategic leadership:  Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands 

• Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing; credit risk management 

• Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business 

• Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills 

• Clear results orientation: display an intense focus on achieving both short and long term goals.