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

Capital One • McLean, VA

12d • $73,300 - $83,700 • 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 structured opportunities for associates to share experiences, elevate ideas, and influence improvements to the processes, tools, and programs that shape their work.

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. The role involves managing operational activities, facilitating conversations, maintaining organized documentation, and identifying opportunities to improve how the team works. You will collaborate with AIC’s feedback project manager and cross-functional partners to ensure feedback channels operate consistently, efficiently, and with a focus on the associate experience.

The position is suited to an organized, curious, proactive problem solver who enjoys working with people, brings structure to complex processes, and is interested in using technology and AI to improve efficiency. Success means ensuring feedback activities run smoothly, information is organized and accessible, feedback is accurately and objectively captured, and processes are continually improved so associate perspectives can inform meaningful change.

This is a hybrid position, subject to Capital One’s hybrid policy and required on-site presence at the designated office location. The listed full-time annual salary range for McLean, Virginia is $73,300–$83,700. The role is also eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

Requirements

• Bachelor’s degree.
• At least 1 year of administrative, process management, project management, or operations experience.

Nice To Haves

• 2 or more 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, providing structured opportunities for frontline associates 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 questioning, and objective information-gathering techniques to understand associate perspectives and opportunities for improvement.
• 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 with 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 to plan and execute meetings, feedback sessions, and engagement activities.
• 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 to increase efficiency, improve data quality, and enhance the experience of frontline participants and business partners.
• Develop repeatable workflows, templates, and tools to help the AIC team operate effectively and scale successful practices.
• Apply judgment and company standards when handling 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 through written materials, meeting facilitation, presentations, and stakeholder updates.
• Coordinate execution priorities, track deliverables, and support feedback-related initiatives in partnership with the AIC feedback project manager.
• 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 health, financial, and other benefits supporting total well-being.
• Eligibility 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