Sr. Associate, Project Manager | Customer Connect Team (Cafés and Branches)

802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

Sr. Associate, Project Manager | Customer Connect Team (Cafés and Branches)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

As a Senior Project Manager at Capital One, you can achieve results you never thought possible by leading critical and strategic business projects. In this exciting role, you will work closely with key stakeholders to deliver results that will have a direct impact on the bottom line of the company. You will work with smart, talented people who will challenge you to excel. You will be rewarded for your passion and your achievements.

Position Summary

As a Senior Associate level Project Manager on the Customer Experience team within Market Experience, you will work closely with intent owners, team members, and other stakeholders to capture, analyze, and act on customer feedback to improve experiences for Cafés and Branches.  

• Own the well managed delivery of projects and partner on intent for Café and Branch Voice of the Customer (VOC) program 

• Engage across Customer Connect Team to ensure systematic execution of ongoing listening initiatives

• Own team roadmap and routine for identifying trends and tracking improvements 

• Engage across Enterprise Customer Experience Management Platform (CEMP), Customer Insights, Design, Risk/Legal, and Compliance to ensure that we are meeting regulatory requirements and enterprise standards 

General Responsibilities:

• Work on medium to large-scale complex, cross-departmental projects that have a direct impact on the company

• Drive cross-functional projects based on defined priorities; ensure scope of deliverables, timelines and budget are met; identify risks and issues and mitigate and / or escalate as needed; manage complex up and downstream project impacts

• Plan, design, manage and execute project plans to ensure delivery; includes management through feasibility, design, planning and implementation

• Leverage problem solving skills to ensure project plans deliver on intent and maintain key project documentation

• Conduct regular meetings with the project team

• Document progress and report to stakeholders on project status

• Partner with project customers to provide strategic and tactical thought partnership to effectively drive project delivery

• Forge relationships with key stakeholders to ensure delivery of commitments

• Identify ways to improve and streamline business process

Our ideal candidate will:

• Exhibit a proven track record of project management, bringing the ability to quickly put structure in place to manage the work

• Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform, and influence outcomes

• Demonstrate organizational agility to adapt to changing demands

• Display strong consulting and collaboration skills as well as problem solving and influencing skills

• Have experience achieving results with complex projects in survey design and customer listening concepts

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 3 years of Project Management experience

Preferred Qualifications:

• Bachelor’s Degree or Military Experience

• 5+ years of Project Management experience

• 2+ years of Process Management experience

• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment