Jobs / United States / Capital One Services LLC
Director of Customer Experience
Capital One Services LLC · 🇺🇸 4 Locations
Sponsorship verdict
Posting rules out sponsorship
The posting rules out sponsorship or requires citizenship/clearance.
- Employer is on a government sponsor recordThe US Department of Labor certified 838 H-1B/E-3 labor condition applications for this employer between Oct 2025 and Jun 2026 (latest Jun 2026) — the step every H-1B hire needs first. USCIS also records 253 H-1B approvals in FY2023. Source: LCA disclosure data (US Department of Labor (OFLC)).
- The posting says it won’t sponsorIts own wording says sponsorship is unavailable.
- No salary bar for this routeH-1B has no fixed salary bar: the employer must pay at least the prevailing wage for the role and area. Cap-subject employers enter a lottery weighted by wage level. Source: https://www.federalregister.gov/documents/2025/12/29/2025-23853/weighted-selection-process-for-registrants-and-petitioners-seeking-to-file-cap-subject-h-1b, rules effective 2026-02-27.
- What Capital One Services LLC paid sponsored hires in similar roles5 certified filings for “Senior Director, Software Engineering” (Software Developers) in CA: $203k–$237k, median $237k. Most were filed at wage level IV (100%) — 4 lottery entries, ≈61% projected selection odds for cap-subject employers. Source: US Department of Labor LCA disclosure data (Oct 2025 – Jun 2026).
- Confirmed live todayWhen a source last listed this job as open.
US H-1B: cap-subject employers enter a lottery weighted by wage level — Level I gets 1 entry, Level IV gets 4 (DHS projected selection odds ≈15% at Level I to ≈61% at Level IV). Universities and non-profit research employers are cap-exempt. The $100,000 fee for new petitions from abroad is currently blocked by a court order (appeal pending).
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Why not apply?
The posting states sponsorship is unavailable. Applying is unlikely to lead anywhere if you need sponsorship.
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Sponsor Radar — Capital One Services LLC
The US Department of Labor certified 838 H-1B/E-3 labor condition applications for this employer between Oct 2025 and Jun 2026 (latest Jun 2026) — the step every H-1B hire needs first. USCIS also records 253 H-1B approvals in FY2023. Source: LCA disclosure data (US Department of Labor (OFLC)).
Past sponsorship or register membership never guarantees sponsorship for this vacancy or for you. Full Sponsor Radar for Capital One Services LLC →
About the role
Director of Customer Experience As the Director of Customer Experience, you will occupy a critical leadership position tasked with architecting, executing, and scaling the holistic customer acceptance journey across the Discover Network. Within the multifaceted global payments ecosystem, our clientele encompasses issuing institutions, merchant acquirers, enterprise partners, and cardholders. Serving as the principal advocate for the Voice of the Customer (VoC), you will synthesize advanced data analytics with human-centered design principles to pinpoint and eliminate friction across every stage of the payment lifecycle, including onboarding, technical integration, and acceptance. In addition, you will leverage automation and process management to eliminate bottlenecks and manual efforts across teams, manage the intake of cardholder-submitted merchant acceptance and technical referrals, oversee the research, deployment, and remediation of identified issues, and provide executive reporting to leadership and Issuers. Key Responsibilities: • Strategic CX Leadership: Develop and execute a comprehensive, multi-year Customer Experience (CX) strategy that aligns with our global expansion goals and roadmaps. • Journey Mapping and Optimization: Map complex Business-to-Business (B2B), Business-to-Business-to-Consumer (B2B2C), and Business-to-Consumer (B2C) journeys across the payment lifecycle. Identify pain points in merchant acceptance and lead cross-functional initiatives to resolve them. • Voice of the Customer (VoC): Build robust feedback loops. Aggregate quantitative data and qualitative insights to create actionable intelligence for the executive and sales teams. • Cross-Functional Collaboration: Partner tightly with Analytics, Sales, and Compliance teams. Ensure that new platforms—including Relationship Management Systems (RMS) and Salesforce—feature rollouts, security protocols, and platform updates designed with the end-user experience in mind. • Global Team Management: Lead, mentor, and scale a global team of Customer Experience associates, journey process managers, and customer advocacy specialists across multiple time zones. • Performance Metrics and ROI: Establish clear Key Performance Indicators (KPIs) for the Customer Experience organization. Tie Customer Experience improvements directly to business outcomes such as reduced issuer support call volume, increased merchant acceptance, and technical remediation. Basic Qualifications: • Bachelor’s degree or military experience • At least 8 years of Customer Experience, Process Transformation or Customer Operations experience • At least 4 years of people management experience leading and developing global or multi-regional teams • At least 5 years of experience managing, partnering with, and influencing internal and external stakeholders and managing cross-functional partnerships Preferred Qualifications: • 5+ years of experience in financial services, fintech, merchant acquiring or payment network operations • Hands-on experience with enterprise Customer Experience (CX), Voice of the Customer (VoC), and Customer Relationship Management (CRM) platforms (Salesforce, Relationship Management Systems (RMS), Qualtrics, and Medallia) • 6+ years leading enterprise process optimization using Lean, Six Sigma, Agile, or Design Thinking methodologies At this time, Capital One will not sponsor a new 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