Manager - Strategic Learning & Knowledge Consultant (Hybrid)

Manager - Strategic Learning & Knowledge Consultant (Hybrid)

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're a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions. To transform the learning and knowledge experience, maximize our impact, and enable data-driven, tech-centric learning in the flow of work, we are seeking a Learning & Knowledge Consultant.

Our optimal candidate can seamlessly translate strategic business objectives and intent into impactful learning and knowledge solutions and learner centered experiences. Whether your background is in business, program/product management, or learning strategy, your ability to build alignment and drive progress will be critical. If you are energized by creative problem solving, creating transformational learning, building strong relationships, and managing through complexity to deliver business impact-this role is for you.

The ideal candidate for this role is a/an:

• Strategic Learning Partner: Anticipates future learning needs by staying current with design trends, thinks and solves problems systemically, balances long-term vision with execution rigor, and brings structure to ambiguity while managing competing priorities. Partners with Intent Owners, Ops leaders and key business stakeholders to co-create the annual strategic learning & knowledge agenda and ensures seamless integration and execution across business and learning initiatives.
• Product & Project Minded: Applies iteration, experimentation, and feedback to improve solutions. Manage project scope, timelines, and budget, identifying and mitigating risks or escalating as necessary. Leverages learning needs analysis, prioritization, and managing the full life-cycle of learning requests to enhance impact Balances demand with capacity using data-driven decisions frameworks. Identifies breakdowns across workflows and ensures learning solutions are embedded within operational processes.
• Collaborative: Thrives in matrixed environments. Collaborates with business partners to achieve a broader strategy. Ensures solutions are aligned to true performance drivers.
• Relationship Manager: Cultivates strong stakeholder relationships, acting as a trusted advisor to foster collaboration. Knows and understands the business operations thoroughly and is able to proactively influence learning and knowledge solutions to drive performance.
• Insight-driven Performance Consultant: Diagnoses business problems using consulting frameworks (root cause analysis) to determine whether learning, process, tooling, or organizational interventions are required. Uses data and insights to drive decisions and continuous improvement. Define success metrics upfront aligned to business KPIs to ensure learning and knowledge solutions deliver desired outcomes. Assess intake and conduct learning needs analysis to determine if and what learning and knowledge solutions can drive business intent.
• Storyteller: Communicates with clarity and influence to senior and technical audiences. Collaborates on learner communications and external storytelling, sharing insights and outcomes aof Learning and knowledge solutions

• Experience educating, onboarding, or supporting operations roles
• Experience partnering with key stakeholders to identify strategic opportunities and define new initiatives for business impact
• Ability to communicate effectively both written and verbally, with the ability to influence stakeholders at all levels
• Ability to manage ambiguity, lead through change, and deliver in a matrixed environment

• High level of initiative, ownership, business acumen and a customer-centric mindset
• Demonstrated success collaborating with other Learning & Knowledge professionals to drive efficiencies and share best practices
• Ability to apply expertise in adult learning to shape learning strategy and products

• 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

• 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