Sr Director, Product Management - Customer Experience Foundations

Sr Director, Product Management - Customer Experience Foundations

Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry.

About the Team

The mission of the Customer Experience Foundations (CXF) team is to develop the framing experiences for Capital One customers across our web and mobile platforms. These experiences are informed by customer needs and business objectives to:

• Introduce customers to new ways of interacting with the digital experience.

• Leverage their unique context to adapt to their journey stage.

• Ensure experiences are fun, engaging, easy to use, and satisfying.

• Deepen engagement, loyalty, product usage, and retention to drive business value.

We organize ourselves into three primary areas of focus:

Customer Foundational Experiences: This team manages the experiences and overall information architecture for Capital One’s authenticated mobile application and website. This includes the homepage, card account view, profile, onboarding, and navigation elements. 

Prospect Foundational Experiences: This team crafts the unauthenticated landing experiences for capitalone.com for our prospects and existing customers.  This include managing enterprise capabilities such as help & search, supporting SEO capabilities, and enabling lines of business to build prospect experiences and end-to-end journeys.

CX Optimization & Governance: This team establishes the strategy to optimize Capital One’s digital CX, including customer journey moments, metrics to optimize for, content ranking and filtering, and use of dynamic messaging placements for content arbitration. This team also owns the digital CX scorecard, and associated governance routines, to measure and manage our digital experience over time

As Sr Director on the CXF team, you will lead the CX Optimization & Governance team, chartered to optimize and maintain a high bar for Capital One’s digital experience across our flagship app and website. You will lead the vision, strategy, and roadmap to deliver intelligent, user‑centered experiences that adapt to customer context and intent in real time, including how we measure and govern this on an ongoing basis. Key responsibilities include:

• Establishing the long and short-term journeys we want to take customers along via our digital experience, ensuring they can complete immediate jobs to be done and also putting them on a path for lifetime growth

  • Defining the journey moments, value segments, and set of next best actions via our digital experience which maximize value for customers and the business

  • Developing a deep understanding of potential user intent in each journey moment to better predict jobs to be done and how we can best ensure they do them

  • Working with lines of business to understand value drivers for their customers

• Leveraging the experimentation platform to test and iterate on potential experiences  and validating our journey map and ability to increase customer value over time

• Equipping the personalization and arbitration platform teams with our requirements so they can build the enabling capabilities which power our experience optimization approach

• Developing platform‑wide KPIs and value frameworks to measure the success of our optimized CX, proactive recommendations, spanning engagement and business value

• Establishing an Enterprise-wide CX governance and sentiment program for our digital web and mobile experiences

• Evangelizing a unified CX optimization and governance strategy across research, executive leadership, and federated teams, aligning content, functionality, and design decisions to drive outcomes

• Mentoring and leading a team of product managers, fostering a culture of experimentation, clarity, and customer‑centric execution

Capital One Product Framework

In this role, you’ll be expected to demonstrate proficiency in five key