Experience Intelligence (XiQ) Strategist

Capital One
McLean, Virginia, United States
Mar 11, 2023
Apr 10, 2023
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Experience Intelligence (XiQ) Strategist

We are currently seeking a Strategy Manager to join our Consumer Card and Bank Experience Design Team. In this role, you will be a key member of our XiQ (Experience Intelligence) team, a diverse group of strategists and researchers who partner with designers, technologists and business leaders to shape the strategies for our highest impact customer experiences. You will connect human insight (qualitative and quantitative research), trends analysis (social, economic, technology) and business analysis (valuation, performance analytics) to define and shape the omnichannel customer experiences around existing and emerging products and services. This includes our Capital One mobile app, lifestyle platforms (shopping, dining, travel, entertainment) and in-person channels such as our network of Capital One cafes and lounges. As a member of a fast-growing team, you will balance creative and analytical thinking to execute research, analysis and strategy across a portfolio of high visibility programs.

XiQ's blend of social science, analysis, and foresight helps identify the highest value opportunities for experience innovation and our program leadership and deep understanding of the business help carve the pathways to deliver. We move beyond "blue sky thought exercises" to drive the investments and solutions that make it to market-and help impact millions of people. XiQ is part of the Capital One Experience Design team. We are at the forefront of delivering experiences that meaningfully impact our customers' lives to change banking for good.

What you'll do:
  • Analyze competitive experiences across channels through a mix of direct hands-on execution and partnership with others to identify and forecast emerging customer experience trends, threats, and opportunities.
  • Monitor consumer trends and industry news to keep a pulse on meaningful shifts in the market, synthesizing and socializing findings periodically to the team and stakeholders.
  • Guide multi-disciplinary teams to think about a market, opportunity spaces, risks, feasibility constraints, and customer needs to drive decision making, ideation and prioritization.
  • Craft business cases for customer experience solutions and train other team members to include directional sizing of business value.
  • Facilitate and synthesize a mix of research signals, across primary and secondary sources (including market trends, qualitative and quantitative data, customer insights, product analytics and financial performance data) to identify key insights and new investment opportunities to drive value for customers and the business.
  • Solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.
  • Facilitate workshops, brainstorming sessions, and research synthesis with colleagues and stakeholders from across the organization.
  • Partner with XiQ leads and key stakeholders to evolve and codify the XiQ strategy capabilities including methods, tools, talent strategy and ways of working.
  • Cultivate relationships and influence thinking with peers and direct stakeholders across the organization.
  • Develop frameworks and strategies that are grounded in well-defined, evidence-based human needs to drive growth, profitability, and competitive success for Capital One in the face of shifting consumer behavior & market trends.

Our ideal candidate will have the following experience and skills:
  • Demonstrated experience building and codifying new capabilities and best practices at the intersection of design, business and technology.
  • Demonstrated experience working at the intersection of design strategy and corporate strategy analysis methodologies including market and competitive analysis methods, trends analysis, problem framing, opportunity sizing, and prioritization methods.
  • Demonstrated experience in leading teams to develop a business case across whitespace exploration - communicating analysis, customer trends, opportunity sizing, and business impact grounded in insights.
  • Demonstrated experience presenting to senior executives and C-suite level leadership with impeccable written and oral communication credentials.
  • Champions unique viewpoints and unorthodox thinking to find unique solutions to customer and business problems.
  • Comfortable collaborating with a diverse set of stakeholders across large and complex organizations and communicating with senior leaders (Director and VP levels.)
  • Successful track record of thriving in a fast-paced, entrepreneurial and fluid environment with high degree of collaboration and partnership.

Basic Qualifications
  • At least 5 years of experience in a role that delivers business strategy or product strategy
  • At least 1 year of experience working across multiple projects and leading project teams
  • At least 1 year of experience working in a design or innovation environment
  • At least 1 year of experience directly developing thought leadership content, trend reports, or conference presentations

Preferred Qualifications:
  • Previous consulting experience in strategy, innovation or analysis related roles a plus
  • Experience working directly with digital product teams
  • Experience working with marketing and brand teams
  • Experience working with and knowledge of variety of industries
  • Masters in Business Administration or comparable training is a plus
  • Proven track record working across multiple projects and leading project teams
  • Previous experience working in design/ innovation environments

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Location is New York City: $160,200 - $182,800 for Manager, Design

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Similar jobs