Senior Business Manager, Effortless Customer Experiences

Capital One • McLean, VA

9d • $175,500 - $220,300

About The Position

Senior Business Manager, Effortless Customer Experiences Drive the Customer Experience Analytics Strategy for Retail Bank. This is a unique opportunity to own the end-to-end design, implementation, and analysis of the Retail Bank's entire Customer Experience (CX) measurement system. Your expertise will not just inform strategy – it will define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments. You will manage junior Business Analysts, leading their projects and developing their skill sets. Additionally, you will guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics. The Day-to-Day High Visibility & Impact Business Cases : Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) on which customer effort hot spots we need to improve. Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action Bank-Wide CX Measurement System : Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete). You are the creator and steward of the Retail Bank's key customer effort metrics Technical Depth : Leverage complex datasets across Digital, Call Center, and In-Person channels, requiring mastery of SQL/Snowflake and advanced analytical techniques (preference for Python). You provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey Deep-Dive Analysis : Act as the Retail Bank's expert customer analyst. Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights The Ultimate Results this Role Will Drive Create deep expertise in the Retail Bank about the definition and importance of customer effort Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g. increases in Primary Banking Relationships, reductions in call volumes and complaints)

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 1 year of experience in people management
• At least 1 year of experience in project management

Nice To Haves

• Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
• 5+ years of experience in quantitative analysis
• 5+ years of experience in qualitative analysis
• 2+ years of experience in people management
• 2+ years of experience in product development
• 2+ years of experience in financial modeling
• 2+ years of experience in economic forecasting
• 2+ years of experience in project management

Responsibilities

• Drive the Customer Experience Analytics Strategy for Retail Bank
• Own the end-to-end design, implementation, and analysis of the Retail Bank's entire Customer Experience (CX) measurement system
• Define the data infrastructure and analytics used by the Retail Bank President and Senior Leadership Team to set priorities and make investments
• Manage junior Business Analysts, leading their projects and developing their skill sets
• Guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics
• Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) on which customer effort hot spots we need to improve
• Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action
• Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete)
• Leverage complex datasets across Digital, Call Center, and In-Person channels, requiring mastery of SQL/Snowflake and advanced analytical techniques (preference for Python)
• Provide the strategic intent for a fully-funded, dedicated Tech Pod and will ensure that a robust, scalable data pipeline captures every facet of the customer journey
• Act as the Retail Bank's expert customer analyst
• Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights
• Create deep expertise in the Retail Bank about the definition and importance of customer effort
• Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers (e.g. increases in Primary Banking Relationships, reductions in call volumes and complaints)

Benefits

• This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees