• Customer Experience Strategy Lead - Cafe and Branch Jobs in United States Of America - 25675645

  • CAPITAL ONE FINANCIAL SERVICES CLIENT
  • United States Of America, Usa
  • Save Job
  • 10 - 13 Years
  • Posted : above 1 month

Job Description:

At Capital One, were building a leading information-based technology company Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking We measure our efforts by the success our customers enjoy and the advocacy they exhibit We are succeeding because they are succeeding

Guided by our shared values, we thrive in an environment where collaboration and openness are valued We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results We elevate each other and obsess about doing the right thing Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams Together, we are on a quest to change banking for good

Customer Experience Strategy Lead - Cafe and Branch

As a Senior Manager, Project Manager you will play a critical role in driving and leading the strategic direction of our Cafe and Branch customer interactions and experience

A successful candidate will have proven experience designing and developing customer interaction experiences, strong problem-solving skills, as well as exceptional communication and influencing skills at all levels The ability to build win-win partnerships with multiple stakeholders and navigating complex, competing priorities are also essential for this role Our ideal candidate will be able to demonstrate experience building relationships and influencing at the executive level In addition, the ideal candidate will possess strong storytelling capabilities with the ability to weave key insights into compelling narratives

In this role you will

Work in close partnership with stakeholders from multiple teams across Market Experience as well as with product management, marketing, operations, and brand This is a role that entails the design of an ecosystem around the Cafe and Branch Customer Experience and we seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level

Participate in all aspects of the experience design process to frame problems, define insights, create compelling visions, and make concepts and prototypes

Perform research and create actionable artifacts such as journey maps and service blueprints

Synthesize findings and recommend next steps for concept development

Translate learnings and insights from service experience research to define and participate in UX/UI design work

Use your presentation skills to bring together partners across the Cafe and Branch experience ecosystem

Influence cross divisional partners in prioritization of new features and capabilities

Work extensively with front line leaders to ensure the customer interactions and well-managed needs of Cafes and Branches are cared for appropriately

Cultivate a culture that is adaptive, inclusive and focused on associate growth and development that embraces our changing environment

Basic Qualifications

Bachelors Degree or Military experience

At least 5 years of Project Management or Product Management experience

Preferred Qualifications

Masters Degree

10 years of Project Management experience

3 years of People Management experience

5 years Supporting Retail Customer Experience Strategy

3 years Experience in Design Thinking or Human Centered Design

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 Citys Fair Chance Act; Philadelphias 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 RecruitingAccommodationcapitalonecom 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 Ones recruiting process, please send an email to Careerscapitalonecom

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)

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Others - other Industry
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 15th Jul 2020

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