Senior Business Manager - Effortless Customer Experiences

Center 2 (19050), United States of America, McLean, Virginia

Senior Business Manager - Effortless Customer Experiences

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. 

This Sr. Business Manager will lead a team of business analysts in the Retail Bank focused on driving Effortless Customer Experiences. This role sits within our Branch, Cafe and Operational team in the Retail Bank but it is a Bank-wide role focused on measuring our customer experiences both in person and digitally. We are seeking to identify a suite of metrics that capture Customer Effort.  Our goal is to identify any effort hot spots so that our leadership team and product teams can design solutions to reduce customer effort and making banking with us easy.

The Sr. Business Manager for Effortless Customer Experiences will:

• Help define what metrics we can use to measure customer effort

• Collaborate with Data Scientists, Data Analysts, Product Experts, Design, and other functional areas to bring the best expertise to the table to build the metrics suite

• Pull in data sets from across the retail bank and the enterprise to evaluate customer effort (this would include things like call volume, complaints, etc.) 

• Facilitate discussions with the Senior Leadership Team in the Retail Bank including with leaders of Product, Marketing, and Operations to refine and improve the approach

• Once we have pulled in the data, assess and evaluate insights coming from that data (e.g. build 2x2, assess quarterly trends, identify effort hot spots), and create recommendations for how we can drive down customer effort

• Develop a learning agenda to teach product leaders across Capital One Retail Bank how to leverage effort data and how to reduce customer effort (learning agenda will be supported by external best practices and internal Design team expertise)

• Lead a team of 2+ analysts directly and oversee a cross-functional team to deliver these outcomes

The ultimate results this role will drive include

• Create deep expertise in the Retail Bank about the definition and importance of customer effort 

• Identify 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)

Basic Qualifications:

• Bachelor’s Degree

• 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

Preferred Qualifications:

• 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

 

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

New York City (Hybrid On-Site): $199,100 - $227,200 for Sr. Business Manager

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

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