Customer Experience Strategy & Analytics Lead - Small Business Bank

Capital One•McLean, VA

About The Position

Customer Experience Strategy & Analytics Lead - Small Business Bank As a Business Director at Capital One, you will apply your strategic and analytical skills to major company challenges. You’ll team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. Small Business Bank is Changing Banking for Good by creating a nationwide digital small business bank. You will be core to this mission moment by helping us build amazing digital customer experiences that will continue delighting our customers. In this role, you will work closely across multiple functions of the bank (product managers, business segment leaders, call center and branch teams) to deliver exceptional customer experiences that drive long-term customer retention while maintaining an efficient cost-to-serve. You will also have the opportunity to work with FinTech providers of money movement experiences to maximize customer engagement and experience. The Day-to-Day: High Visibility & Impact Business Cases : Regularly share analysis and strategic recommendations with senior stakeholders on which customer experience effort hot spots we need to improve. Share business cases across stakeholders in Product, Fraud, Data, Strategy to motivate action Deep-Dive Analysis : Act as the Small Business Bank's expert digital product analytics function. Frame complex customer pain points, perform exhaustive data analysis, and synthesize findings into novel, high-leverage insights Partnership with Product Managers: Partner with product managers to set goals and monitoring framework and build and monitor A/B testing rigors before product feature launch Voice of Customer: Deeply understand our customers via research, survey, call listening, and analytics to embed the small business owner’s perspective into everything we do People Leadership: Manage a team of primarily Business Analysts, leading their projects and developing their skillsets General Responsibilities: Strategic leadership:  Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands Leadership:  May manage and develop multiple analysts.  Coaching and mentoring associates with a goal of developing and retaining talent at Capital One Product:  Develop and implement new product and pricing strategies for various lending products; lead product level data modeling/analytics Marketing:  Lead direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel.  Build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies Credit Risk:  Drive step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis Execution:  Manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently Partnership:  Work closely with colleagues across Capital One including:  IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus

Requirements

Strategic; analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management
Strong business judgment, leadership and integrity: They should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business
Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. They should foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
Strong executive communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills
Clear results orientation: display an intense focus on achieving both short and long term goals. They should be able to drive and execute an agenda in an uncertain and fluid environment
Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.
Bachelor’s Degree
At least 4 years of experience performing quantitative analysis
At least 4 years of experience performing qualitative analysis
At least 2 years of experience performing people management
At least 2 years of experience performing project management

Nice To Haves

Previous consulting experience is a plus
Master’s Degree
2+ years of experience in financial services
1+ year of experience in consulting

Responsibilities

Regularly share analysis and strategic recommendations with senior stakeholders on which customer experience effort hot spots we need to improve.
Share business cases across stakeholders in Product, Fraud, Data, Strategy to motivate action
Act as the Small Business Bank's expert digital product analytics function.
Frame complex customer pain points, perform exhaustive data analysis, and synthesize findings into novel, high-leverage insights
Partner with product managers to set goals and monitoring framework and build and monitor A/B testing rigors before product feature launch
Deeply understand our customers via research, survey, call listening, and analytics to embed the small business owner’s perspective into everything we do
Manage a team of primarily Business Analysts, leading their projects and developing their skillsets
Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands
May manage and develop multiple analysts.
Coaching and mentoring associates with a goal of developing and retaining talent at Capital One
Develop and implement new product and pricing strategies for various lending products; lead product level data modeling/analytics
Lead direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel.
Build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go-to-market strategies
Drive step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis
Manage and sequence delivery of business intent, build business requirements and execute against the product strategy.
Oversee multiple projects and programs concurrently
Work closely with colleagues across Capital One including:  IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability