Business Manager, Bank Voice Strategy

* **** Technology Investment Evaluation:
**** Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment.
* **** Operational Footprint Strategy:
**** Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations.
* **** Strategic Analysis and Modeling:
**** Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS).
* **** Discover Integration:
**** Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration.
* **** Storytelling:
**** Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making.
* **** Process Improvement:
**** Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team.
** Basic
* **
* Qualifications:

*** Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
* At least 2 years of experience in analysis
*
* Preferred Qualifications:

*** 5+ years of experience in analysis
* 2+ years of experience in financial services
* 1+ year of experience in consulting
* 2+ years of experience in people management

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
#J-18808-Ljbffr