Business Director, Effortless Customer Experiences

Business Director, Effortless Customer Experiences

As a Business Director at Capital One, you will apply your strategic and analytical skills to major company challenges. You’ll team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

The Role: Drive the Customer Experience Analytics Strategy for Retail Bank

This is a unique opportunity to lead the end-to-end design, implementation, and analysis of the Retail Bank's Customer Experience (CX) measurement system and business engagement strategy. Your expertise will not just inform strategy – it will define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments.

You will guide a dedicated team of Business Analysts accountable for expanding the CX measurement system to include novel, complex insights relevant to the 35+ core customer actions across the customer lifecycle. Additionally, you will guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics. Insights generated through the measurement system will lead to detailed engagements with other Retail Bank teams in service of removing effort and friction from core banking experiences, as well as shape Retail Bank’s annual priority setting.

The Day-to-Day 

• High Visibility & Impact Business Cases: Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) regarding which customer effort hot spots we need to improve. Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action

• Bank-Wide CX Measurement System: Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete). You are the creator and steward of the Retail Bank's key customer effort metrics

• Technical Depth: Leverage complex datasets across Digital, Call Center, and In-Person channels, and lead the team in its use of SQL/Snowflake and advanced analytical techniques. You provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey

• Deep-Dive Analysis: Act as the Retail Bank's expert customer analyst. Frame complex customer pain points, perform exhaustive data analysis, and synthesize findings into novel, high-leverage insights

The Ultimate Results this Role Will Drive

• Create deep expertise in the Retail Bank about the definition and importance of customer effort

• Bring production-grade effortless data infrastructure to market for broad use and accessibility across Retail Bank

• Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g. increases in Primary Banking Relationships, reductions in call volumes and complaints)

• Partner with teams across Retail Bank to identify investment opportunities to reduce customer effort and drive customer and business value

Basic Qualifications:  

• Bachelor’s Degree

• At least 4 years of experience performing quantitative analysis

• At least 4 years of experience performing qualitative analysis

• At least 2 years of experience performing people management

• At least 2 years of experience performing project management

Preferred Qualifications:  

• Master’s Degree 

• 2+ years of experience in financial services 

• 1+ year of experience in consulting 

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $230,400 - $263,000 for Business Director

 

Richmond