Director, Chief of Staff, Experience Design

About the Role

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.

Role Expectations

The Chief of Staff role is largely about relationships. The Chief of Staff is a connector for everyone in the design organization as well as our business partners and stakeholders, and operates as a strategic partner for the Design Leader and their Senior Leadership team. You're great at balancing the big picture, thinking strategically while managing tactical execution, and recognizing overlaps in plans, processes, people, and many other facets of a functioning organization to drive efficiency and excellence.

What you'll do:

• Serve as a trusted advisor, confidential thought partner, and act as a sounding board to the Design Leader and their Senior Leadership Team
• Develop and iterate management practices (Senior Leadership Team and Organization) to enable the 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 team's time is focused on the highest leverage activities related to business priorities and impact
• 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
• Prepare agendas, coordinate materials, facilitate management practices
• Shepherd Strategic Planning cycle (quarterly/annual)
• Coordinate regular business reviews of key experience investments and initiatives
• Engage in organizational design including headcount estimation, budgeting, and planning
• Develop and execute the Communications Strategy
• Be eyes and ears for the Senior Leadership team with respect to organizational health
• Manage difficult situations and hard conversations while showing a high level of discretion
• Handle oversight of special projects that don't fit into traditional workstreams

Expected Competencies:

• 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
• Human-Centered: Champion voices of both customers and partners
• Business-Focused: Demonstrate expert knowledge of products, processes, customers, competitors and industry market trends
• Problem-Solving: Structure ambiguous and unprecedented problems using qualitative and quantitative data
• Collaboration: Connect the dots across teams, portfolios, platforms and LOBs
• Communication: Present work across levels and job functions, modeling a strategic human-centered approach

Salary

$230K-$287K Annually