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 : Future of Retail Bank Servicing, Call Center Strategy & Analytics, and 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.

Responsibilities include :

• 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.
• Call Center Strategy & Analytics : Oversee an analytical team who sets day to day staffing forecasts and the optimization of the call center, including oversight of integration with Discover's customers. 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.
• 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.

Key results include : developing a comprehensive strategy for the Future of Retail Bank Servicing, optimizing Call Center operations, surfacing key customer pain points, and establishing the data infrastructure that enables partner teams across Retail Bank to use our customer experience data in decision-making.

The most critical skills for this role will include : strategic thought leadership, analytical rigor, ability to engage a broad array of cross-functional and cross-LOB stakeholders, and strong executive communication skills.

Basic qualifications :

Preferred qualifications :

Salaries for this role are $264,300 - $301,700 for McLean, VA, and are based on location. This role is also eligible to earn performance-based incentive compensation.