Chief of Staff, Card & Bank Experience Design

Capital One
Richmond, Virginia
May 14, 2022
May 19, 2022
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Chief of Staff, Card & Bank Experience Design

The Card and Bank Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We're passionate about creating seamless customer experiences across credit card products, bank accounts, and all other Capital One touchpoints. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

About the role

The Chief of Staff role is largely about relationships. The Chief of Staff is a connector for everyone else in the organization and operates as a strategic partner for the Managing Vice President of Design and the Senior Leadership team. You're great at balancing the big picture, strategic thinking with tackling the tactical execution and recognize overlaps in plans, processes, people, and many other facets of a functioning organization. You have access to people and data at all levels and disciplines and keep at least one ear and one eye open to gauge the temper of the organization.

As the Chief of Staff, the primary responsibility will be to enable a high performing Senior Leadership team through direct partnership with the Managing Vice President of Design. In addition to the Chief of Staff function, you will be accountable for our Strategy & Operations practice that creates the systems and strategies that enable a team of 250+ design associates across the entire US Card and Retail Bank Experience Design portfolio.

What you'll do
  • Serve as a trusted advisor, confidential thought partner, and act as a sounding board to the Head of Design for Card and Bank Experience Design as well as Senior Leadership
  • Develop and iterate management practices (Senior Leadership Team and Organization) to enable our transparency, efficiency and effectiveness of our organization
  • Facilitate defining business priorities and drive goal setting effort for the organization, inclusive of cascading information through the organization
  • Counseling leadership team on organizational design and change management
  • Ensure the Managing Vice President of Design and the leadership team's time is focused on the highest leverage activities related to priorities
  • Evangelizing the impact of design with business partners by embracing and advocating for an experience design mindset
  • Managing business critical relationships on behalf of senior leadership, and representing senior leadership accordingly in non-executive meetings
  • Prepare agendas, coordinate materials, facilitate management practices meetings
  • Shepherd Strategic Planning planning cycle (quarterly/annual)
  • Coordinate regular business reviews of key experience investments and initiatives
  • Engage in HR / headcount justification and planning processes
  • Partner with Communications Leader in developing and executing the department Communications Strategy activities
  • Be eyes and ears for the Senior Leadership team by keeping a finger on the culture pulse and actively participating in shaping it; focusing on morale, attrition, and unspoken feedback
  • Managing difficult situations and hard conversations; showing a high level of discretion, professional maturity, resilience, and adaptability
  • Serve as "go to" person for information and historical materials
  • Lead the Strategy & Operations agenda for the organization and own TOH execution
  • Handling oversight of special projects that don't fit into traditional workstreams

Basic Qualifications

  • At least 6 years of experience in Strategy & Operations or Program Management
  • At least 3 years of leading and managing teams

Preferred Qualifications

  • Strong business judgment, influencing skills, leadership and integrity are essential for this position. Must possess a high "EQ" and be a collaborative team player
  • Self-starter that can work autonomously and can take initiative; highly motivated
  • Confident to champion unpopular ideas even with more senior leaders
  • Ability to navigate "white space" or ambiguous situations
  • Comfortable operating, in large part, behind the scenes; humble enough to give others credit
  • Strong facilitation, negotiation and mediation skills; ability to drive to consensus/ decisions
  • Strong project management and organizational skills. Meticulous attention to detail
  • Excellent written and verbal communication skills
  • Discretion in handling highly sensitive issues
  • Comfortable building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization
  • Demonstrate exceptional stakeholder management skills, especially with executives
  • Familiarity working with design or creative teams
  • Familiarity with program management methodologies and tools
  • Experience working collaboratively in large global organizations with multiple stakeholders and diverse communities

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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