Digital Customer Experience Manager

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R111546


1750 Tysons (12023), United States of America, McLean, Virginia


Digital Customer Experience Manager


Capital One's Retail Bank has risen up the banking league tables, capitalizing on industry-leading products and a unique National fintech brand with superior digital capabilities and distinctive cafes and branches. The Retail Bank Marketing team has been transforming into a customer-backed, data-driven, digital-first and efficient Modern Marketing function to unleash Capital One Bank's growth potential. Our team is made up of a diverse and talented group of Marketeers, Business Analysts, Marketing Technologists, Data Analysts, Data Scientists, Program Managers, Process Managers, Designers-all working together to create highly relevant and engaging marketing experiences.


The Consumer Bank Marketing Technology group empowers marketers to reach their audiences in more meaningful, efficient and relevant ways than ever, with personalized, intelligent experiences across channels. We blend the art of innovative storytelling with the collective science of technology, data, digital experience, machine learning, measurement, experimentation, automation and marketing workflow management.


About the role:

The Bank Marketing Technology team is seeking a seasoned Marketing professional to lead the Bank's web (.com) experience. This person will be responsible for how consumers see, navigate and interact with Bank's web properties in an impactful and measurable way. As a primary focus the person will partner with multi-disciplinary teams (marketing strategy, technology, design, creative,etc) to deliver a personalized best-in-class web experience that increases customer interaction and conversion with bank products and features. This role will report to the Marketing Technology Leader for Web Experience and Marketing Orchestration.


Key Responsibilities:


Apply digital experience best practices and latest innovations to deliver a best in class web experience to customers and prospects


Develop marketing strategies for the website based on deep understanding of the different audiences that make up our visitors. Personalize experience to those audience groups through leverage of page, content and creative optimization tools and strategies


Optimize web engagement and conversion by periodic refinement of site information architecture, content, creative and SEO parameters


Ensure efficient measurement of web engagement and leverage engagement insights to propose experience enhancements


Drive the execution of web strategies across various stakeholders and dependent teams


Evaluate new capabilities and share POV from business and technology integration aspects


Closely work with enterprise partners to bring to life new initiatives in a win win fashion


Work with marketing partners to drive ideation/strategy of new campaigns and the role the web plays in them


Ability to define, create and analyze Site experience tests


Assess and represent the business impact of web experience


Be able to forecast budget, engagement and hit goals


Use an industry and competitive lens to continually position Capital One as a leader in web experience


Finds the right tone for engaging both Tech and Business partners and clearly articulates strategies, requirements, details and trade-offs between the two.


Enthusiastic, knowledgeable and passionate around agile delivery, with the goal of delivering breakthrough consumer experiences


Gather requirements using Scrum methodologies


Accountable for maintaining the backlog of new Web capabilities including design updates, feature enhancements, capability pilots and tech mandated requests




Advanced understanding of the interplay between web experience and direct/search/display/social marketing


Analytical problem solver who can clearly identify, analyze, and resolve issues as they arise


Effective communication, facilitation, presentation, and interpersonal skills


Ability to lead while under pressure, as well as being highly responsive to business... For full info follow application link.


Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 


All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.


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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 




Job Details


Capital One Services II, LLC


300 Delaware Ave Ste 900
Wilmington, Delaware 19801
United States

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Job Posting: 808903

Posted On: May 31, 2021

Updated On: Jun 30, 2021