Job: Senior Manager, Retail Customer Experience Governance Job

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Jobing Description

Senior Manager, Retail Customer Experience Governance-707946

Description
Overview:

We are seeking a seasoned Customer Experience leader to oversee the governance and measurement programs that drive the redefinition of Customer Experience at Capital One Bank. The leader in this role will be at the center of all activities focused on how we meet and fulfill our customer's needs, and will play a key role in building the capabilities required to deliver on these needs. This is a critical role that will help establish a culture of Customer Experience within the bank, and it's also a unique opportunity for someone who is highly passionate about Customer Experience to be part of a build effort within a Top 10 bank focused on innovation and national expansion.

Responsibilities:
- Design and build the infrastructure to run our customer experience governance program
- Play a key role in facilitating the customer experience governance program
- Lead initiatives specific to improving our customer experience
- Partner with all lines of business within the bank and partner organizations to drive visibility into customer experience initiatives and the progress being made on them
- Manage a team of associates that will focus specifically on customer experience activities, including: management of our customer experience measurement programs, providing project support to key experience initiatives and helping foster a culture of customer experience
- Gain stakeholder approval on approach and conditions of satisfaction
- Partner with business analysts to scope and execute on customer experience intent

Qualifications
Basic Qualifications:
- Bachelor's Degree
- 5 years in project management
- 3 years in product development, operations and/or market research

Preferred Qualifications:
- Banking experience
- Passionate about customer experience
- 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, presentation and influencing skills
- Ability to effectively communicate across a broad program
- Ability to manage multiple efforts simultaneously

Job: Project and Process Management
Primary Location: United States-Virginia-McLean-Northern VA-McLean Campus (19050)
Schedule: Full-time
Travel: Yes, 10 % of the Time