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, VA: $209,500 - $239,100 for Business Director
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).