About the position
Customer Services and Strategy (CS&S) is an organization at the heart of our Card Business, and includes our Fraud, Servicing, and Customer Resiliency businesses. Our teams design the strategies and products that define how our customers interact with Capital One. We are accountable for end-to-end experiences, both from what the customer sees and feels to the back-end systems and operations that ultimately deliver the experience. Delivering these exceptional customer experiences in a scaled, efficient, and well-managed way is essential to our business. We are looking for a leader to help us identify our most critical processes and reimagine how we structure, monitor, and execute across these complex experiences and operations. This leader will get deep into the customer journeys, evaluating the underlying data & systems and understanding the end-to-end operational execution. You will partner with business leaders, product leaders, and operational leaders to redesign and modernize processes that directly impact our customers and the agents and platforms that support them. This role will lead a new team of analysts and process gurus, reporting to the Chief of Staff for the Head of CS&S. You will serve as the leader and subject matter expert on process & system improvement initiatives while collaborating with leaders across CS&S. We are looking for someone who has a passion for analytics, operations, and risk - and someone who can get deep into the details, but doesn't miss the forest for the trees. The role requires strong horizontal problem solving and analytical skills, as well as an ability to communicate and influence senior leaders.
Responsibilities
- Evaluating and modernizing critical processes in a complex dynamic environment, leveraging data and technology to drive scale and efficiency
- Partnering cross-functionally to identify opportunities and mobilize the organization to drive results
- Building relationships and collaborating with key stakeholders to ensure delivery of commitments
- Serving as subject matter expert on process modernization initiatives
- Building a team of analysts and process managers to support this critical work
- Serving as a catalyst for change - the right candidate will accelerate the cultural transformation by leading by example, bringing in best practices, and being a relentless force for positive change
Requirements
- 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 2 years of experience in people management
- At least 2 years of experience in project management
Nice-to-haves
- Master's Degree
- 5+ years of experience in quantitative analysis
- 5+ years of experience in qualitative analysis
- 3+ years of experience in people management
- 3+ years of experience in product development
- 3+ years of experience in financial modeling
- 3+ years of experience in economic forecasting
- 3+ years of experience in project management
Benefits
- Comprehensive health benefits
- Financial benefits
- Inclusive set of benefits that support total well-being
- Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
