Associate, Process Management – Associate Insights & Connections | Retail Bank

Capital One • McLean, VA

10d • Hybrid

About The Position

As an Associate on Capital One’s Associate Insights & Connections (AIC) team, you will help strengthen the feedback infrastructure connecting frontline associates with business leaders across the Branch and Café network. The team creates opportunities for associates to share experiences, elevate ideas, and influence improvements to workplace processes, tools, and programs. You will support the execution and ongoing optimization of feedback and engagement processes, including Branch and Café Connection Panels, START testing, and frontline visit coordination.

You will coordinate operational activities, facilitate structured conversations, maintain organized documentation, and identify opportunities to improve how the team works. You will work closely with the AIC feedback project manager and cross-functional partners to help ensure feedback channels operate consistently and efficiently, with a focus on the associate experience. The role calls for an organized, curious, proactive problem solver who enjoys working with people and using technology and AI to improve efficiency.

Success means helping frontline feedback be collected, understood, and acted upon effectively. You will help engagement activities run smoothly, ensure information is organized and feedback is captured accurately and objectively, and look for ways to reduce manual work and improve processes. The role is designated as hybrid, subject to Capital One’s hybrid policy and required on-site presence at the designated office location.

Requirements

• Bachelor’s degree.
• At least 1 year of Administrative, Process Management, Project Management, or Operations experience.

Nice To Haves

• 2+ years of experience in Process Management, Project Management, Operations, or Continuous Improvement.
• Experience facilitating meetings, focus groups, listening sessions, or structured group discussions.
• Experience using generative AI or automation tools to improve productivity.
• Experience using Google Workspace.

Responsibilities

• Coordinate and support Branch and Café Connection Panels that give frontline associates structured opportunities to share feedback, experiences, and recommendations.
• Facilitate focus group-style conversations that encourage open dialogue, balanced participation, and candid, actionable feedback.
• Use active listening, thoughtful questions, and objective information gathering to understand associate perspectives and identify improvement opportunities.
• Capture, organize, and synthesize feedback to identify emerging themes, recurring challenges, and potential solutions.
• Partner with the AIC feedback project manager to document frontline insights and connect them to broader feedback initiatives.
• Help foster trust, inclusion, and psychological safety so associates feel comfortable sharing their perspectives.
• Manage day-to-day coordination, scheduling, logistics, and documentation for assigned AIC feedback and engagement programs.
• Support operational execution of Branch and Café Connection Panels, START testing, and frontline visit processes.
• Maintain accurate, accessible documentation, meeting materials, trackers, schedules, and shared resources.
• Establish and maintain consistent processes for organizing information, documenting outcomes, and tracking follow-up activities.
• Coordinate with internal stakeholders so meetings, feedback sessions, and engagement activities are well planned and executed.
• Identify process gaps, administrative inefficiencies, and opportunities to simplify or standardize recurring activities.
• Develop and maintain standard operating procedures and tools that improve productivity, consistency, and knowledge sharing.
• Use approved AI tools and emerging technologies to streamline administrative workflows, improve documentation, and reduce manual processes.
• Explore uses of AI for meeting preparation, feedback synthesis, information organization, and recurring reporting.
• Recommend process improvements that increase efficiency, improve data quality, and enhance the experience of frontline participants and business partners.
• Develop repeatable workflows, templates, and tools that help the AIC team operate more effectively and scale successful practices.
• Apply judgment and company standards when working with associate feedback, confidential information, and AI-enabled tools.
• Build effective working relationships with frontline associates, business partners, and cross-functional stakeholders.
• Communicate clearly and professionally in written materials, meeting facilitation, presentations, and stakeholder updates.
• Partner with the AIC feedback project manager to coordinate priorities, track deliverables, and support feedback-related initiatives.
• Translate conversations and qualitative feedback into clear, objective summaries for stakeholders.
• Connect information across engagement channels to support a coordinated feedback infrastructure.
• Contribute to a collaborative team culture focused on operational excellence, continuous improvement, and elevating frontline associate voices.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
• Eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level