Customer Experience Strategist - Consumer Card & Bank Experience Design

Capital One
McLean, Virginia
Jun 23, 2022
Jul 23, 2022
Full Time
Locations: VA - McLean, United States of America, McLean, Virginia

Customer Experience Strategist - Consumer Card & Bank Experience Design

The Consumer 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:

We are currently seeking a Customer Experience Strategist to join our Consumer Card and Bank Experience Design Team. In this role, you will be part of our Experience Intelligence team, a diverse group of Analysts, Strategists, and Researchers focused on connecting human insight and market context to shape our highest impact customer experiences. This team will span horizontal customer experience efforts blending competitive intelligence, trends, and internal and external data sources to identify customer experience opportunities, pain points, and solutions. As a Customer Experience Analyst you will apply both your analytical and strategic skills to harness data, uncover opportunities, and help define the direction for large scale customer experience initiatives that impact up to millions of customers and impact the bottom line. And you'll do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

What you'll do:
  • Synthesize primary and secondary customer research to identify key insights and opportunities to drive value for customers and the business
  • Synthesize and analyze performance data (reviewing dashboards, analytics and raw data sets on business performance and experience performance across channels) into actionable insights and concrete opportunities to drive customer and business impact
  • Conduct landscape and competitive analysis to identify and forecast emerging customer experience trends, threats, and opportunities
  • Create strategic frameworks and facilitate strategy working sessions to help multi-disciplinary teams think about a market, opportunity spaces, risks, and customer needs to drive decision making, ideation and prioritization
  • Project directional sizing of business value for opportunities for new features, new experiences or new services
  • Develop strategic recommendations that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer behavior & market trends
  • Collaborate with teams to solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.
  • Evaluate the strategic, operational and organizational implications of experience concepts (e.g. impacts to operating model, impacts to different lines of business, implications for existing or new processes and capabilities)
  • Work closely with colleagues across Capital One including Research, Strategy, Design, Product, and Technology partners
  • Balance multiple projects and programs concurrently

The ideal candidate will have the following experience and skills:
  • Proficiency in strategy analysis methodologies including market and competitive analysis methods, trends analysis, problem framing and prioritization methods
  • Proficiency in analyzing data to deliver customer intelligence and market research insights
  • Proficiency in business case development in whitespace thinking - communicating analysis, customer trends, opportunity sizing, and business impact grounded in insights
  • Proficiency in evaluating strategies and concepts across customer desirability, business viability and feasibility with subject matter advisors
  • Impeccable written and oral communication credentials.
  • Champions unique viewpoints and unorthodox thinking to find unique solutions to customer and business problems
  • Comfortable traversing a large and complex organization to build relationships and influence with key stakeholders
  • Successful track record of thriving in a fast-paced, entrepreneurial and fluid environment
  • Familiarity with design thinking and human-centered design methodologies
  • Familiarity with digital and technology trends
  • Familiarity with the digital product lifecycle

Basic Qualifications:
  • At least 4 years of experience in qualitative and quantitative analysis, customer intelligence, business analysis, experience strategy, innovation strategy or strategy consulting

Preferred Qualifications:
  • Previous consulting experience in customer analysis related roles
  • Experience with developing innovation and customer experience trend reports
  • Experience with developing strategic recommendations based on customer intelligence
  • Experience playing translator and connector between business and design teams.
  • Experience working with research, strategy, or design teams
  • Familiarity with working in design innovation environments
  • Familiarity with technology trends and startup ecosystem
  • Masters in Business Administration or comparable training is a plus

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 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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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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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