Capital One
Sr Director, Product Management - Customer Experience Foundations
Capital One, Mc Lean, Virginia, us, 22107
Overview
Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry. The mission of the Customer Experience Foundations (CXF) team
is to develop the framing experiences for Capital One customers across our web and mobile platforms. These experiences are informed by customer needs and business objectives to: Introduce customers to new ways of interacting with the digital experience. Leverage their unique context to adapt to their journey stage. Ensure experiences are fun, engaging, easy to use, and satisfying. Deepen engagement, loyalty, product usage, and retention to drive business value. We organize ourselves into three primary areas of focus: Customer Foundational Experiences; Prospect Foundational Experiences; CX Optimization & Governance. The CX Optimization & Governance team establishes the strategy to optimize Capital One’s digital CX, including customer journey moments, metrics to optimize for, content ranking and filtering, and use of dynamic messaging placements for content arbitration. This team also owns the digital CX scorecard and governance routines to measure and manage the digital experience over time. Role responsibilities
As Sr Director on the CXF team, you will lead the CX Optimization & Governance team, chartered to optimize and maintain a high bar for Capital One’s digital experience across our flagship app and website. You will lead the vision, strategy, and roadmap to deliver intelligent, user‑centered experiences that adapt to customer context and intent in real time, including how we measure and govern this on an ongoing basis. Key responsibilities include: Establishing the long and short-term journeys we want to take customers along via our digital experience, ensuring they can complete immediate jobs to be done and also putting them on a path for lifetime growth Defining the journey moments, value segments, and set of next best actions via our digital experience which maximize value for customers and the business Developing a deep understanding of potential user intent in each journey moment to better predict jobs to be done and how we can best ensure they do them Working with lines of business to understand value drivers for their customers Leveraging the experimentation platform to test and iterate on potential experiences and validating our journey map and ability to increase customer value over time Equipping the personalization and arbitration platform teams with our requirements so they can build the enabling capabilities which power our experience optimization approach Developing platform‑wide KPIs and value frameworks to measure the success of our optimized CX, proactive recommendations, spanning engagement and business value Establishing an enterprise‑wide CX governance and sentiment program for our digital web and mobile experiences Evangelizing a unified CX optimization and governance strategy across research, executive leadership, and federated teams, aligning content, functionality, and design decisions to drive outcomes Mentoring and leading a team of product managers, fostering a culture of experimentation, clarity, and customer‑centric execution Capital One Product Framework
Human Centered - Obsesses about internal and external customer needs to reimagine and innovate product solutions Business Focused - Delivers game-changing outcomes by focusing on leverage and execution excellence Technology Driven - Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value Integrated Problem Solving - Identifies and resolves complex problems to deliver outcomes while mitigating product risks Transformational Leadership - Leads cross functional teams to solve customer problems and drive organizational alignment Basic Qualifications
At least 9 years of experience working in Product Management Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: a Bachelor's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or a Master's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or an MBA with a quantitative concentration Preferred Qualifications
Experience translating business strategy and analysis into consumer facing digital products Capital One does not sponsor new applicants for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Salaries for part-time roles will be prorated based upon the number of hours worked. This section, including location-based pay ranges and eligibility for incentives, is provided for transparency in job postings.
#J-18808-Ljbffr
Product Management at Capital One is a booming, vibrant craft that requires reimagining the status quo, finding value creation opportunities, and driving innovative and sustainable customer experiences through technology. We believe our portfolio of businesses and investments in growth and transformation will result in a company with the scale, brand, capabilities, talent, and values to succeed as the digital revolution transforms our society and our industry. The mission of the Customer Experience Foundations (CXF) team
is to develop the framing experiences for Capital One customers across our web and mobile platforms. These experiences are informed by customer needs and business objectives to: Introduce customers to new ways of interacting with the digital experience. Leverage their unique context to adapt to their journey stage. Ensure experiences are fun, engaging, easy to use, and satisfying. Deepen engagement, loyalty, product usage, and retention to drive business value. We organize ourselves into three primary areas of focus: Customer Foundational Experiences; Prospect Foundational Experiences; CX Optimization & Governance. The CX Optimization & Governance team establishes the strategy to optimize Capital One’s digital CX, including customer journey moments, metrics to optimize for, content ranking and filtering, and use of dynamic messaging placements for content arbitration. This team also owns the digital CX scorecard and governance routines to measure and manage the digital experience over time. Role responsibilities
As Sr Director on the CXF team, you will lead the CX Optimization & Governance team, chartered to optimize and maintain a high bar for Capital One’s digital experience across our flagship app and website. You will lead the vision, strategy, and roadmap to deliver intelligent, user‑centered experiences that adapt to customer context and intent in real time, including how we measure and govern this on an ongoing basis. Key responsibilities include: Establishing the long and short-term journeys we want to take customers along via our digital experience, ensuring they can complete immediate jobs to be done and also putting them on a path for lifetime growth Defining the journey moments, value segments, and set of next best actions via our digital experience which maximize value for customers and the business Developing a deep understanding of potential user intent in each journey moment to better predict jobs to be done and how we can best ensure they do them Working with lines of business to understand value drivers for their customers Leveraging the experimentation platform to test and iterate on potential experiences and validating our journey map and ability to increase customer value over time Equipping the personalization and arbitration platform teams with our requirements so they can build the enabling capabilities which power our experience optimization approach Developing platform‑wide KPIs and value frameworks to measure the success of our optimized CX, proactive recommendations, spanning engagement and business value Establishing an enterprise‑wide CX governance and sentiment program for our digital web and mobile experiences Evangelizing a unified CX optimization and governance strategy across research, executive leadership, and federated teams, aligning content, functionality, and design decisions to drive outcomes Mentoring and leading a team of product managers, fostering a culture of experimentation, clarity, and customer‑centric execution Capital One Product Framework
Human Centered - Obsesses about internal and external customer needs to reimagine and innovate product solutions Business Focused - Delivers game-changing outcomes by focusing on leverage and execution excellence Technology Driven - Leverages technology to deliver innovative and resilient solutions that enable both near term and long term value Integrated Problem Solving - Identifies and resolves complex problems to deliver outcomes while mitigating product risks Transformational Leadership - Leads cross functional teams to solve customer problems and drive organizational alignment Basic Qualifications
At least 9 years of experience working in Product Management Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: a Bachelor's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or a Master's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or an MBA with a quantitative concentration Preferred Qualifications
Experience translating business strategy and analysis into consumer facing digital products Capital One does not sponsor new applicants for employment authorization for this position. The minimum and maximum full-time annual salaries for this role are listed below, by location. Salaries for part-time roles will be prorated based upon the number of hours worked. This section, including location-based pay ranges and eligibility for incentives, is provided for transparency in job postings.
#J-18808-Ljbffr