Doug Woodard talks about being a CX-focused Leader

By Jim Rembach posted 10-05-2016 08:27 AM

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Doug Woodard was new to his company when he had to terminate a long tenured employee. Doug faced a lot of fear in letting her go and facing the team. While wanting to take ownership of the decision Doug was not able to be transparent with the details. Listen to Doug’s story of how he was able to get over the hump.

As Managing Vice President of Customer Channels for US Card Operations, Doug is responsible for customer contacts across Capital One’s US Card business, spanning both Branded Card and Partnership Card (private label and co-brand cards) portfolios.

The Customer Channels organization delivers on a full spectrum of customer needs including service, fraud, disputes, collections, and recoveries. In addition, the organization provides critical horizontal support functions such as training, knowledge management and workforce management that enable such an extensive network.

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The Customer Channels operations network spans 20+ sites and 16,000+ agents in six countries, including internal on-shore, offshore captive, third party suppliers and work at home agents.

Specific functions include Branded Card Servicing, High Value Servicing, Small Business, and Partnership Card service, credit, merchant and commercial operations, along with Specialty Operations.

Prior to joining Capital One, Doug held executive roles at both Staples and Citi, leading extensive customer service operations, as well as accountability for the customer experience strategy. Prior leadership positions included roles at L. L. Bean and Accenture.

Growing up in upstate New York, Doug attended SUNY Albany for both his undergraduate and master’s degrees. Currently, he resides in Raleigh, North Carolina with his wife, Noel and their college-age daughter.

Tweetable Quotes and Mentions

Listen to Doug Woodard and get over the hump on the @FastLeaderShow Click to Tweet

“My job is to take care of the people that take care of my customers.” -Doug Woodard Click to Tweet

“It’s so easy to lose sight of purpose and focus on function.” -Doug Woodard Click to Tweet

“It’s the purpose and sense of belonging that the person doing the work is connected to.” -Doug Woodard Click to Tweet

“Without great coaches and mentors there’s no way.” -Doug Woodard Click to Tweet

“Coaching is a pillar of success.” -Doug Woodard Click to Tweet

“We’re all bound by the same 24 hours in a day.” -Doug Woodard Click to Tweet

“Your job as a leader is not to be popular.” -Doug Woodard Click to Tweet

“Lead by values and do the right thing.” -Doug Woodard Click to Tweet

Hump to Get Over

Doug Woodard was new to his company when he had to terminate a long tenured employee. Doug faced a lot of fear in letting her go and facing the team. While wanting to take ownership of the decision Doug was not able to be transparent with the details. Listen to Doug’s story of how he was able to get over the hump.

Advice for others

It’s easy to worry and obsess about the function and lose site of the purpose. And yet it’s the purpose and sense of belonging that the persons doing the work is connected to that’s really inspiring and unleashes their potential; and that allows us to make amazing customer experiences.

Holding him back from being an even better leader

Time and being bound by the same 24 hours as everyone else.

Best Leadership Advice Received

Your job as a leader is not to be popular. It’s not a popularity contest.

Secret to Success

The ability to connect with people is small or large formats and inspire and engage them.

Contacting Doug

LinkedIn: https://www.linkedin.com/in/douglas-woodard-51615020

Resources

CX Day is a global celebration of the companies and professionals that create great experiences for their customers put on by the Customer Experience Professionals Association

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