Senior Business Director, Head of Card Customer Insights

Capital One Financial   •  

Mc Lean, VA

Industry: Financial Services


8 - 10 years

Posted 389 days ago

This job is no longer available.

McLean 1 (19050), United States of America, McLean, Virginia

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Senior Business Director, Head of Card Customer Insights

Senior Business Director, Head of Card Customer Insights

As a Senior 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.

In this particular role as Head of Card Customer Insights you will:

Lead an integrated customer insights team that puts customers at the heart of business and product planning and uncovers key insights and data that drive differentiated CX, greater customer value and outsized business outcomes

Develop and drive a shared learning agenda with executives in our lines of business (Upmarket, Mainstreet, Small Business, Partnerships), and horizontal functions (M&A, Marketing, Design, Userlabs) to ensure strong focus, actionable insights and coordinated efforts

Create, build and evolve a growing knowledge base that includes primary research, secondary research, agent feedback and data analytics and enables leaders across card to access insights

Manage a team of approximately 15 that supports Upmarket, Mainstreet, Small Business and Partnerships in Card

Additional responsibilities include, but are not limited to:

-  Strategic leadership:  Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands

-  Leadership:  May manage and develop multiple analysts.  Coaching and mentoring associates with a goal of developing and retaining talent at Capital One

-  Marketing:  Lead direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retailchannel.  Build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies

-  Execution:  Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently

- Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitativeorientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management

- Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business

- Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. He/she should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results

- Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills

- Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment

- Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus

Basic Qualifications:

- Bachelor’s Degree

- At least 8years of experience in analysis

- At least 1 year of experience in customer insights and customer experience strategy

- At least 5 years of experience in people management

Preferred Qualifications:

- Master’s Degree

- 8+ years of experience in analysis

- 2+ years of experience in financial services

- 1+ year of experience in consulting