Director of Customer Experience

Capital One

. Architect, execute, and scale the holistic customer acceptance journey across the Discover Network .

Posted 9/29/2026full-timeUnited StatesLead💰 $187,300 - $235,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience strategy development, process optimization, and stakeholder management within the financial services and payment network sectors. Proficient in leveraging data analytics and human-centered design to enhance customer journeys and eliminate friction points.

Highest-signal resume keywords

Customer Experience Strategy DevelopmentVoice of the Customer (VoC)Process Optimization (Lean, Six Sigma, Agile)People ManagementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience (CX)Process TransformationData AnalyticsHuman-Centered DesignEnterprise Process OptimizationKPI EstablishmentB2B Journey MappingB2B2C Journey MappingB2C Journey MappingCustomer Insights Aggregation

Soft Skills

LeadershipMentoringCollaborationCommunicationCross-Functional Initiative Leadership

Tools & Technologies

SalesforceRelationship Management Systems (RMS)QualtricsMedallia

Industry Keywords

Financial ServicesFintechMerchant AcquiringPayment Network Operations

About the role

Key responsibilities & impact

Architect, execute, and scale the holistic customer acceptance journey across the Discover Network
Serve as the principal advocate for the Voice of the Customer across the payment lifecycle
Use advanced data analytics and human-centered design to identify and eliminate customer friction
Leverage automation and process management to eliminate bottlenecks and manual efforts across teams
Manage intake of cardholder-submitted merchant acceptance and technical referrals
Oversee research, deployment, and remediation of identified issues
Provide executive reporting to leadership and Issuers
Develop and execute a comprehensive, multi-year Customer Experience strategy aligned with global expansion goals and roadmaps
Map and optimize B2B, B2B2C, and B2C journeys across the payment lifecycle
Identify merchant acceptance pain points and lead cross-functional initiatives to resolve them
Build feedback loops and aggregate quantitative and qualitative customer insights
Partner with Analytics, Sales, and Compliance teams on platforms, security protocols, and updates
Lead, mentor, and scale a global Customer Experience team across multiple time zones
Establish KPIs and connect CX improvements to business outcomes

Requirements

What you’ll need

Bachelor’s degree or military experience
At least 8 years of Customer Experience, Process Transformation or Customer Operations experience
At least 4 years of people management experience leading and developing global or multi-regional teams
At least 5 years of experience managing, partnering with, and influencing internal and external stakeholders and managing cross-functional partnerships
5+ years of experience in financial services, fintech, merchant acquiring or payment network operations preferred
Hands-on experience with enterprise Customer Experience (CX), Voice of the Customer (VoC), and Customer Relationship Management (CRM) platforms, including Salesforce, Relationship Management Systems (RMS), Qualtrics, and Medallia preferred
6+ years leading enterprise process optimization using Lean, Six Sigma, Agile, or Design Thinking methodologies preferred
Capital One will not sponsor a new applicant for employment authorization for this position

Benefits

Comp & perks

Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being
Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI)
Reasonable accommodations for applicants who require them