Senior Business Manager, Effortless Customer Experiences at Capital One

Senior Business Manager Effortless Customer ExperiencesDrive 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 Banks 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 Banks authoritative source for customer data and analytics.The Day-to-DayHigh 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 actionBank-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 Banks key customer effort metricsTechnical 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 journeyDeep-Dive Analysis: Act as the Retail Banks expert customer analyst. Frame complex customer pain points perform exhaustive data analysis (using SQL and Python) and synthesize findings into novel high-leverage insightsThe Ultimate Results this Role Will DriveCreate deep expertise in the Retail Bank about the definition and importance of customer effortIdentify 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)Basic Qualifications:Bachelors Degree in any quantitative field (Business Math Economics Finance Statistics Science Engineering)At least 2 years of experience in quantitative analysisAt least 2 years of experience in qualitative analysisAt least 1 year of experience in people managementAt least 1 year of experience in project managementPreferred Qualifications: Masters Degree in Business or quantitative field such as Finance Economics Physical Sciences Math Statistics Engineering5 years of experience in quantitative analysis5 years of experience in qualitative analysis2 years of experience in people management2 years of experience in product development2 years of experience in financial modeling2 years of experience in economic forecasting2 years of experience in project managementCapital 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.McLean VA: $193000 - $220300 for Sr. Business ManagerRichmond VA: $175500 - $200300 for Sr. Business ManagerWilmington DE: $175500 - $200300 for Sr. Business ManagerCandidates 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 candidates 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 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. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE including disability/vet) committed to non-discrimination in compliance with applicable federal state and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries including to the extent applicable Article 23-A of the New York Correction Law; San Francisco California Police Code Article 49 Sections 4901-4920; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal state and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position and you require an accommodation please contact Capital One Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about Capital Ones recruiting process please send an email to Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).Required Experience:Manager Key Skills Business Development,Forecasting,Program Management,AI,IaaS,Math,Business Management,Cost Accounting Standards,Relationship Management,Research & Development,Alteryx,Channel Management Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 193000 - 220300