Senior Business Analyst, Retail Bank Complaints Analytics

Capital One•McLean, VA

20h

About The Position

Senior Business Analyst, Retail Bank Complaints Analytics Do you want to be the voice that turns customer frustration into strategic action? As a member of the Retail Bank Complaints Analytics team, you will have the opportunity to advocate for our customers and drive customer experience excellence. Our team serves as the bridge between Retail Bank senior leadership and the voice of the customer, working to translate complaints into meaningful insights by identifying customer pain points, drilling down on their root causes, and deciphering overarching trends and patterns. Through our Complaints Reduction Program, we partner with teams across the organization to continuously improve our processes and operations to better serve our customers. In this role, you will use a diverse set of problem solving tools to generate insights from complex complaint data and transform those insights into actionable recommendations. As a senior analyst on this team, you will leverage strong analytical skills to separate signals from noise, systems thinking to understand how intertwined operational processes impact the customer journey, and adaptable communication skills to influence a wide variety of partner teams and push recommendations into action. Results you will drive include: Develop Program Strategy : Identify the highest leverage opportunities to reduce complaints, work with partner teams to define projects to bring into the Complaints Reduction Program and develop the methodology to measure impacts. Present to Senior Leadership : Develop strategic reports for crucial stakeholders, including both senior leadership and external regulators. Identify Trends and Insights : Analyze trends in complaints data to identify emerging friction points and root causes to escalate to partner teams, leveraging Gen AI tools where possible. Analyze Complaint Drivers and Variance : Develop the team’s understanding of the drivers of complaint volatility (seasonality, portfolio composition, external factors, etc) to provide clarity into when variation is meaningful and when it is just noise. Evaluate Complaint Impacts : Measure the impact of complaints on customer attrition and primary banking relationships, and how this impact changes based on complaint type and customer profile, to help improve our strategy and prioritization.

Requirements

Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 1 year of experience in analysis

Nice To Haves

Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
1+ years of experience in Statistical model building
1+ years of experience in market research
1+ years of experience in SQL querying
2+ years of experience in business analysis
1+ years of experience in consulting

Responsibilities

Develop Program Strategy : Identify the highest leverage opportunities to reduce complaints, work with partner teams to define projects to bring into the Complaints Reduction Program and develop the methodology to measure impacts.
Present to Senior Leadership : Develop strategic reports for crucial stakeholders, including both senior leadership and external regulators.
Identify Trends and Insights : Analyze trends in complaints data to identify emerging friction points and root causes to escalate to partner teams, leveraging Gen AI tools where possible.
Analyze Complaint Drivers and Variance : Develop the team’s understanding of the drivers of complaint volatility (seasonality, portfolio composition, external factors, etc) to provide clarity into when variation is meaningful and when it is just noise.
Evaluate Complaint Impacts : Measure the impact of complaints on customer attrition and primary banking relationships, and how this impact changes based on complaint type and customer profile, to help improve our strategy and prioritization.
Problem Solving : Identify opportunities for improvement leveraging data analysis tools and white space problem solving to translate opportunities into recommendations.
Systems Thinking : Develop a holistic understanding of processes and how they interact to make robust recommendations on process enhancements.
Partner Collaboration : Regularly collaborate and lead discussions with diverse teams across the bank, including Product, Technology, Operations, and upstream Business Analyst teams.
Strategic Communication : Impeccable written and oral communication skills, coupled with the ability to craft content and delivery to a wide variety of audiences.
Build well-managed systems : Develop clean, accurate, and reproducible reports for leaders, leveraging automation tools and Gen AI where possible.