Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)

Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid) Capital One is seeking a Senior Director of Experience & Insight for its global Credit Card Customer Experience organization. It is one of the largest communities within the company, and this organization encompasses more than 16,000 Capital One and outside vendor contact center agents.  The group assists customers with a wide variety of important activities, including but not limited to account servicing, dispute resolution, and leadership development. We are seeking a highly strategic and experienced Senior Director of Experience to lead the overall customer experience monitoring and insight generation strategy for our global Customer Channels Operations function. This pivotal role will be responsible for designing, implementing, and managing a comprehensive ecosystem to improve customer experience. To do that, this leader will be expected to define world-class customer experiences, set the strategy for how to monitor that the experiences we’ve defined are being executed, deploy appropriate monitoring activities to generate meaningful insights and leverage those insights with partners across the business to drive marked improvements. The ideal candidate will be a visionary leader who can seamlessly blend customer experience advocacy with business objectives, translating operational goals into scalable and measurable solutions. Key Responsibilities: Strategy & Vision  Define and execute the long-term experience and insight strategy for all customer touchpoints to deliver exceptional customer experiences by setting the standard, elevating how we monitor execution against the standard and generate meaningful insights to drive improvement. Team Leadership  Lead, mentor, and develop a high-performing team of experience & insight professionals. Foster a culture of continuous improvement, innovation, and partnership. Program Design & Delivery Oversee the design, development, and deployment of our servicing strategy including: • Servicing Standard: Currently set as QXP, our standard defines the competencies we expect associates to execute against to provide the best experience for our customers. Additionally, we own the standard for what we expect for potential regulatory (PR) and business intent (BI) expectations. • Brand Personality: This role will take the lead on translating enterprise brand personality into a servicing persona that we strive to demonstrate in our customer touchpoints. Building this requires a comprehensive calibration, change management and sustainability plan. • Modernize Monitoring: Expanding beyond our current set of supplier monitoring activities, we aspire to deliver against full-file insights to identify opportunities to improve the experience. • Continuous Improvement: Elevating the insights we generate will be critical to improving products, processes and associate execution.  Stakeholder Management Act as the primary experience and insight partner to executive leadership within the Card Operations, Servicing Strategy and Shared Services teams. Define the best engagement model across Product and Segment teams to ensure identified friction has a path to improvement. This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location. Basic Qualifications: • High School Diploma, GED, or equivalent certification • At least 7 years of experience in Learning & Development • At least 7 years of People Leadership experience • At least 6 years of Relationship Management experience  Preferred Qualifications: • Bachelor's Degree • 8+ years of experience leading a Learning & Development organization supporting Cus