Capital One
Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)
$209K–$262K
McLean, VA +1 · Director · Full-time · Posted Oct 29, 2026
- Location
- McLean, VA
Richmond, VA - Experience
- At least 7 years in Learning & Development; at least 7 years of People Leadership; at least 6 years of Relationship Management. Preferred: 8+ years in several specified areas and 7+ years of Relationship Management.
- Education
- High School Diploma, GED, or equivalent certification; Bachelor's Degree preferred.
- Visa sponsorship
- Capital One will not sponsor a new applicant for employment authorization or offer immigration-related support for this position.
About the job
Leads the strategy, monitoring, and insight generation for customer experience across Capital One’s global Credit Card Customer Experience channels, using findings to drive improvements.
What you'll do
- Set customer experience standards and strategy for monitoring execution and generating improvement insights.
- Lead and develop the Experience & Insight team; oversee servicing standards, brand personality, monitoring, and continuous improvement programs.
- Partner with executive, Product, and Segment stakeholders to address customer friction.
What they ask for
- High School Diploma, GED, or equivalent certification
- At least 7 years of experience in Learning & Development
- At least 7 years of People Leadership experience
- At least 6 years of Relationship Management experience
Nice to have
- Bachelor's Degree
- 8+ years leading Learning & Development for Customer Operations, Contact Center, or Customer Service; experience with instructional design models, learning strategies, or remote team leadership
Pay
USD $229,700 - $262,100 base salary (McLean, VA); USD $208,800 - $238,300 base salary (Richmond, VA)
Tools
QXP, ADDIE, SAM
Model-written summary · the original posting is authoritative