Locations: VA - McLean, United States of America, McLean, Virginia

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.

This Business Director will lead a team of business analysts in the Retail Bank focused on driving Effortless Customer Experiences. This role sits within our Branch, Cafe and Operational team in the Retail Bank but it is a Bank-wide role focused on measuring our customer experiences both in person and digitally. We are seeking to identify a suite of metrics that capture Customer Effort. Our goal is to identify any effort hot spots so that our leadership team and product teams can design solutions to reduce customer effort and make banking with us easy.

• Help define what metrics we can use to measure customer effort
• Collaborate with Data Scientists, Data Analysts, Product Experts, Design, and other functional areas to bring the best expertise to the table to build the metrics suite
• Pull in data sets from across the retail bank and the enterprise to evaluate customer effort (this would include things like call volume, complaints, etc.)
• Facilitate discussions with the Senior Leadership Team in the Retail Bank including with leaders of Product, Marketing, and Operations to refine and improve the approach
• Once we have pulled in the data, assess and evaluate insights coming from that data (e.g. build 2x2, assess quarterly trends, identify effort hot spots), and create recommendations for how we can drive down customer effort
• Develop a learning agenda to teach product leaders across Capital One Retail Bank how to leverage effort data and how to reduce customer effort (learning agenda will be supported by external best practices and internal Design team expertise)
• Directly lead a team of 2-3 analysts and oversee a cross-functional team to deliver these outcomes - this is a new team we are still in a building phase
• Indirectly lead a team of 50+ cross functional stakeholders in product, data science, tech, servicing

• Develop materials to facilitate problem solving with the most senior executives across Capital One (including for example the Retail Bank President, Chief Data Officer, the Chief Product Officer, Head of Card Servicing, etc)
• Lead the thinking on how to build our Effort Data infrastructure (eg new Machine Learning Models or data tools)
• Work with Bank, Card and Enterprise Product and Tech leaders to refine our Data Infrastructure Roadmap and to oversee the implementation of that roadmap

• Create deep expertise in the Retail Bank about the definition and importance of customer effort
• Identify 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)
• Lead the thinking on how to build data infrastructure that will become the backbone of customer-experience insights in the Retail Bank

• Bachelor's Degree
• At least 7 years of experience in analysis

• Master's Degree
• 2+ years of experience in financial services
• 1+ year of experience in consulting