Sr. Business Manager - SBB/Digital Product Analytics

Capital One•McLean, VA

6d•$182,500 - $229,100

About The Position

Sr. Business Manager - SBB/Digital Product Analytics Summary: As a Senior Manager, Business Analysis at Capital One, you will apply your strategic and analytical skills to major company challenges. You will lead and team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you'll 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 enable us to continue delighting our customers. Help us build on our award winning business (#1 Customer Satisfaction from JD Power). In this role, you will be working closely with the business segment owners to translate business strategy into digital product strategy and partnering with product managers to deliver seamless customer experience and optimize product ROI by bringing in strategic thinking and analytical rigor. In addition, you will be responsible for driving the Effortless Program for Small Business Bank. This is a unique opportunity to own the end-to-end design, implementation, and analysis of the Small Business Bank's entire Customer Experience (CX) measurement system. You will 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 customer retention, reductions in call volumes and complaints). Additionally, you will identify root cause drivers of friction and develop plans to improve experiences. Work with product managers, tech, strategy, as well as live servicing channels. You will manage junior Business Analysts, leading their projects and developing their skill sets.

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
Previous consulting experience is a plus

Responsibilities

High Visibility & Impact Business Cases: Regularly share analysis and strategic recommendations with VP+ stakeholders on which customer effort hot spots we need to improve. Share business cases stakeholders across Product, Fraud, Data, Strategy to motivate action
Deep-Dive Analysis: Act as the Small Business Bank's expert customer analyst. 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 A/B testing rigors before product feature launch
Strategic leadership: Develop business strategies that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory behavior
Business ownership: Have an ownership mindset, and potentially P&L accountability for a business segment.
Strategic planning with a 1-6 month horizon
Leadership: May manage and develop a team of analysts. Coaching and mentoring associates throughout the organization with a goal of developing and retaining talent at Capital One
Execution: Coordinate across the line of business to 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: product, strategy, tech, servicing, and legal/risk/compliance 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 decisionmaking
Strong business judgment, leadership and integrity: He/she 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. He/she 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. He/she 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.