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Capital One · 4 months ago

Sr Director, Product Management - Customer Experience Foundations

San Francisco, CA

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$264K/yr - $302K/yr

9+ years exp

Capital One is a leading financial services company, and they are seeking a Sr Director of Product Management for their Customer Experience Foundations team. The role involves leading the optimization and governance of digital customer experiences, developing strategies and frameworks to enhance user engagement, and mentoring a team of product managers to drive customer-centric solutions.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Establishing the long and short-term journeys we want to take customers along via our digital experience, ensuring they can complete immediate jobs to be done and also putting them on a path for lifetime growth

Defining the journey moments, value segments, and set of next best actions via our digital experience which maximize value for customers and the business

Developing a deep understanding of potential user intent in each journey moment to better predict jobs to be done and how we can best ensure they do them

Working with lines of business to understand value drivers for their customers

Leveraging the experimentation platform to test and iterate on potential experiences and validating our journey map and ability to increase customer value over time

Equipping the personalization and arbitration platform teams with our requirements so they can build the enabling capabilities which power our experience optimization approach

Developing platform-wide KPIs and value frameworks to measure the success of our optimized CX, proactive recommendations, spanning engagement and business value

Establishing an Enterprise-wide CX governance and sentiment program for our digital web and mobile experiences

Evangelizing a unified CX optimization and governance strategy across research, executive leadership, and federated teams, aligning content, functionality, and design decisions to drive outcomes

Mentoring and leading a team of product managers, fostering a culture of experimentation, clarity, and customer-centric execution

Qualification

Product ManagementCustomer ExperienceDigital Experience OptimizationQuantitative AnalysisLeadershipProblem SolvingCollaborationCommunication

Required

At least 9 years of experience working in Product Management

Currently has, or is in the process of obtaining one of the following with an expectation that the required degree will be obtained on or before the scheduled start date: A Bachelor's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or A Master's Degree in a quantitative field (Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems or a related quantitative field) or an MBA with a quantitative concentration