Sr Director Chief of Staff - Card Experience Design

The Experience Design team at Capital One is at the forefront of enriching our customers digital and physical experiences and we are passionate about creating memorable meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration authenticity and healthy critique in which we honor diversity of thought create a culture of belonging and elevate one another. If youre a creative innovator who embraces an environment where you can experiment learn and change banking for good wed love to hear from you.

Role Expectations

The Chief of Staff role is largely about relationships. The Chief of Staff is a connector for everyone else in the organization and operates as a strategic partner for the Managing Vice President of Design and their Senior Leadership team. Youre great at balancing the big picture strategic thinking with tackling the tactical and recognize overlaps in plans processes people and many other facets of a functioning organization. You have access to people and data at all levels and disciplines and keep at least one ear and one eye open to gauge the temper of the organization.

As the Chief of Staff the primary responsibility will be to enable a high performing Senior Leadership team and wider design team in direct partnership with the Managing Vice President of Design. As part of the Chief of Staff function you will be accountable for our Strategy & Operations practice that creates the systems and strategies that enable a team of design associates across the entire Card Design portfolio. This role includes oversight of initiatives where central coordination and aligning with partners across the line of business and the enterprise are key for wellmanaged delivery including leadership team routines largeformat and executive meetings/events recognition programs team communications support change management and strategy implementation.

What youll do:

• Serve as a trusted advisor confidential thought partner and act as a sounding board to the Head of Design for Card Experience Design as well as Senior Leadership

• Develop and iterate management practices (Senior Leadership Team and Organization) to enable our transparency efficiency and effectiveness of our organization

• Facilitate defining business priorities and drive goal setting effort for the organization inclusive of cascading information through the organization

• Counseling leadership team on organizational design and change management

• Ensure the Managing Vice President of Design and the leadership teams time is focused on the highest leverage activities related to priorities

• Evangelizing the impact of design with business partners by embracing and advocating for an experience design mindset

• Managing business critical relationships on behalf of senior leadership and representing senior leadership accordingly in nonexecutive meetings

• Prepare agendas coordinate materials facilitate management practices meetings

• Shepherd Strategic Planning cycle (quarterly/annual)

• Coordinate regular business reviews of key experience investments and initiatives

• Engage in organizational design including headcount justification and planning processes

• Develop and execute the department Communications Strategy activities

• Be eyes and ears for the Senior Leadership team by keeping a finger on the culture pulse and actively participating in shaping it; focusing on morale attrition and unspoken feedback

• Manage difficult situations and hard conversations; showing a high level of discretion professional maturity resilience and adaptability

• Serve as go to person for information and historical materials

• Lead the Strategy & Operations agenda for the organization and own

• Handle oversight of special projects that dont fit into traditional workstreams

Here are some of the expected competencies for this role:

• Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One

• Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive collaborative culture that makes associates throughout the organization feel valued and heard

• HumanCentered: Champion voices of both customers and partners modeling the mindset that business and customer outcomes are not distinct but complementary ultimately resulting in experiences that exceed baseline customer needs and expectations

• BusinessFocused: Demonstrate expert knowledge of products processes our customers competitors and industry market trends applying relevant insights to shape how Design should engage and solve business challenges

• ProblemSolving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses generate insights and diagnose root causes and identify patterns

• Collaboration: Connect the dots across teams portfolios platforms and LOBs bringing together partners and processes in ways that drive more coherent experiences accelerate delivery and elevate the value of design

• Communication: Present work across levels and job functions modeling a strategic humancentered approach that integrates frameworks data and research insights to make the complex accessible influence senior stakeholders and achieve impactful results

The ideal candidate has a strong portfolio demonstrating leadership process results and impact and is a selfstarter that can work autonomously and can take initiative. The candidate also is confident to champion unpopular ideas even with more senior leaders and has ability to navigate white space or ambiguous situations

Basic Qualifications:

• At least 12 years of experience in strategy and operations or program management

• At least 7 years of experience of building leading and managing operations teams and large cross functional programs

• At least 5 years of experience building implementing and maintaining strategic plans for a broad organization

Preferred Qualifications:

• Strong facilitation negotiation and mediation skills

• Strong project management organizational and detail orientation skills.

• Excellent written and verbal communication skills

• Ability to maintain discretion in handling highly sensitive issues

• Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization

• Familiarity with program management methodologies and tools

• Experience partnering with product managers engineers marketing and analytics leaders across multiple business lines to shape strategy performance metrics roadmaps and operating models

• Experience working collaboratively in large global organizations with multiple stakeholders and diverse communities

• Experience working directly with designers researchers and strategists

At this time Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum fulltime annual salaries for this role are listed below by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for parttime roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidates offer letter.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total wellbeing. Learn more at theCapital One Careers website. Eligibility varies based on full or parttime status exempt or nonexempt status and management level.

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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).