Business Director – Effortless Customer Experiences

Capital One

Business Director driving Customer Experience strategy at Capital One. Leading analytics for customer experiences in Retail Bank by utilizing data insights to enhance customer journey.

Posted 5/22/2026full-timeMcLean • Virginia • 🇺🇸 United StatesLead💰 $230,400 - $263,000 per yearWebsite

About the role

Key responsibilities & impact

Drive the Customer Experience Analytics Strategy for Retail Bank
Lead the end-to-end design, implementation, and analysis of the Retail Bank's Customer Experience (CX) measurement system
Guide a dedicated team of Business Analysts
Administer and enhance the Retail Bank’s authoritative source for customer data and analytics
Share analysis and strategic recommendations with VP+ stakeholders
Build novel, proprietary measures that bring focus and prioritization for teams
Leverage complex datasets across Digital, Call Center, and In-Person channels
Act as the Retail Bank's expert customer analyst

Requirements

What you’ll need

Bachelor’s Degree
At least 4 years of experience performing quantitative analysis
At least 4 years of experience performing qualitative analysis
At least 2 years of experience performing people management
At least 2 years of experience performing project management
Master’s Degree (preferred)
2+ years of experience in financial services (preferred)
1+ year of experience in consulting (preferred)

Benefits

Comp & perks

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quantitative analysisqualitative analysiscustomer experience measurementdata analyticsdata managementproject managementpeople management

Soft Skills

leadershipstrategic thinkingcommunicationteam guidancestakeholder engagement