Job: Director, Customer Experience Analytics Job

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Jobing Description

Director, Customer Experience Analytics-709241

Description
The Customer Experience team has recently been formed within the Capital One Bank to bring a customer-focused lens into everything we do in Retail & Small Business. This team will lead a wide spectrum of work in pursuit of aggressive goals to drive measurable, profitable improvements in customer experience. The team will also be setting a robust strategy, measuring performance, defining customer experiences that deliver on bank strategies, and designing, leading, and measuring the results of improvements.

This team is currently looking for a Director to lead the Strategy, Analytics, and Reporting group. This person will lead a group that is responsible for all customer experience analyses and reporting for the Retail Bank. The person will partner with many teams across Capital One to build insights and then to leverage those insights to drive strategic direction and improvement efforts.

Responsibilities:

- Translate customer experience intent into specific success measures
- Develop measurement capabilities: customer survey analyses, text analytics, third-party analysis, etc.
- Perform regular reporting in support of multiple constituencies, including newly launched Customer Experience executive governance forum
- Identify key loyalty and satisfaction drivers

Qualifications
Basic Qualifications:
- Bachelor's Degree in a quantitative field
- 5 years experience in analysis & reporting

Preferred Qualifications:
- Passionate about customer experience
- Banking experience
- Deep strategic thinking and analytic capabilities
- Strong partnering and influencing skills
- Experience in Market Research
- Strong ability to manage his or her own time effectively and be a self-starter who is able to work with minimal supervision in a distributed environment
- Works under general direction and independently determines / develops approach to solutions
- Strong communication and presentation skills
- Ability to effectively communicate across a broad program
- Ability to manage multiple efforts simultaneously

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an equal opportunity employer committed to diversity in the workplace. We promote a drug-free work environment. We emphasize recruiting, hiring, and retaining the most qualified candidates and providing them with the opportunity to meet their potential. We provide an environment where differences lead to solutions.

J2W:CB

J2W:LI

J2W:CB

Job: Quantitative Analytics
Primary Location: United States-Virginia-McLean-Northern VA-McLean Campus (19050)
Schedule: Full-time
Travel: No