Manager - Strategic Learning & Knowledge Consultant

Responsibilities

• Translate strategic business objectives into impactful learning and knowledge solutions for customer service agents
• Partner with business stakeholders and operations leaders to co-create the annual strategic learning and knowledge agenda
• Diagnose business problems using consulting frameworks to determine if learning, process, or tooling interventions are required
• Manage project scope, timelines, and budgets while identifying and mitigating potential risks
• Use data and insights to drive continuous improvement and define success metrics aligned to business KPIs
• Collaborate with Learning & Knowledge professionals to drive efficiencies and share best practices

Requirements

• High School Diploma, GED, or equivalent certification
• At least 3 years of experience in client-facing consulting
• At least 2 years of experience in learning or knowledge management
• At least 1 year of experience in project management
• At least 1 year of experience in learning and knowledge strategy

Preferred Qualifications

• Bachelor's degree
• At least 5 years of experience advising and influencing leadership
• At least 5 years of management consulting experience
• At least 3 years of experience in strategy
• At least 3 years of experience in change management

Benefits

• Comprehensive, competitive, and inclusive health and financial benefits
• Performance-based incentive compensation, including potential cash bonuses or long-term incentives
• Support for total well-being including mental and physical health resources

About the Company

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to solve problems and enable brand-defining experiences for millions of customers. We are a team of learning, knowledge, technology, and data experts passionate about enabling agent performance through innovative skill development and content solutions.