Capital One
Senior Business Manager, Effortless Customer Experiences
Capital One, Richmond, Virginia, United States, 23214
Senior Business Manager, Effortless Customer Experiences
Drive the Customer Experience Analytics Strategy for Retail Bank This is a unique opportunity to own the end-to-end design, implementation, and analysis of the Retail Bank's entire Customer Experience (CX) measurement system. Your expertise will not just inform strategy - it will define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments.
You will manage junior Business Analysts, leading their projects and developing their skill sets. Additionally, you will guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank's authoritative source for customer data and analytics.
The Day-to-Day
High Visibility & Impact Business Cases: Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) on which customer effort hot spots we need to improve. Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action.
Bank-Wide CX Measurement System: Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete). You are the creator and steward of the Retail Bank's key customer effort metrics.
Technical Depth: Leverage complex datasets across Digital, Call Center, and In-Person channels, requiring mastery of SQL/Snowflake and advanced analytical techniques (preference for Python). You provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey.
Deep-Dive Analysis: Act as the Retail Bank's expert customer analyst. Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights.
The Ultimate Results this Role Will Drive
Create deep expertise in the Retail Bank about the definition and importance of customer effort.
Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g., increases in Primary Banking Relationships, reductions in call volumes and complaints).
Basic Qualifications
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in quantitative analysis
At least 2 years of experience in qualitative analysis
At least 1 year of experience in people management
At least 1 year of experience in project management
Preferred Qualifications
Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
5+ years of experience in quantitative analysis
5+ years of experience in qualitative analysis
2+ years of experience in people management
2+ years of experience in product development
2+ years of experience in financial modeling
2+ years of experience in economic forecasting
2+ years of experience in project management
Salary ranges by location: McLean, VA: $193,000 - $220,300; Richmond, VA: $175,500 - $200,300; Wilmington, DE: $175,500 - $200,300.
Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with applicable laws regarding criminal background inquiries.
Email: RecruitingAccommodation@capitalone.com
Technical support or questions about Capital One's recruiting process: Careers@capitalone.com
#J-18808-Ljbffr
Drive the Customer Experience Analytics Strategy for Retail Bank This is a unique opportunity to own the end-to-end design, implementation, and analysis of the Retail Bank's entire Customer Experience (CX) measurement system. Your expertise will not just inform strategy - it will define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments.
You will manage junior Business Analysts, leading their projects and developing their skill sets. Additionally, you will guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank's authoritative source for customer data and analytics.
The Day-to-Day
High Visibility & Impact Business Cases: Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) on which customer effort hot spots we need to improve. Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action.
Bank-Wide CX Measurement System: Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete). You are the creator and steward of the Retail Bank's key customer effort metrics.
Technical Depth: Leverage complex datasets across Digital, Call Center, and In-Person channels, requiring mastery of SQL/Snowflake and advanced analytical techniques (preference for Python). You provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey.
Deep-Dive Analysis: Act as the Retail Bank's expert customer analyst. Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights.
The Ultimate Results this Role Will Drive
Create deep expertise in the Retail Bank about the definition and importance of customer effort.
Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g., increases in Primary Banking Relationships, reductions in call volumes and complaints).
Basic Qualifications
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in quantitative analysis
At least 2 years of experience in qualitative analysis
At least 1 year of experience in people management
At least 1 year of experience in project management
Preferred Qualifications
Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
5+ years of experience in quantitative analysis
5+ years of experience in qualitative analysis
2+ years of experience in people management
2+ years of experience in product development
2+ years of experience in financial modeling
2+ years of experience in economic forecasting
2+ years of experience in project management
Salary ranges by location: McLean, VA: $193,000 - $220,300; Richmond, VA: $175,500 - $200,300; Wilmington, DE: $175,500 - $200,300.
Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with applicable laws regarding criminal background inquiries.
Email: RecruitingAccommodation@capitalone.com
Technical support or questions about Capital One's recruiting process: Careers@capitalone.com
#J-18808-Ljbffr