Senior Business Manager, of Retail Bank Servicing Strategy

Senior Business Manager, Future of Retail Bank Servicing Strategy

As a Senior Business Manager on the Retail Bank Servicing Strategy team, you will be a leader in defining Capital One’s 2035 customer servicing vision and making that vision a reality. We are a highly visible team responsible for analyzing where Retail Bank has the greatest opportunities to improve servicing, partnering with product managers and engineers to identify AI and technology solutions to unlock that value, and ensuring investments are successfully executed to deliver measurable impact over the next 5-10 years.

This is an exciting opportunity to sit at the intersection of cutting‑edge AI trends, customer experience, and business strategy. You will partner closely with executive leaders (VP+) across Operations, Product, Tech, and Data Science and shape how millions of customers interact with Capital One. Join our team and support our goals of enabling Retail Bank’s ambitious growth agenda while delivering best‑in‑class customer experiences.

• Drive Strategic Investments:
  Leverage analytics to determine which servicing needs are best suited for immediate transformation. Assess the impact of AI and non‑AI investment opportunities to prioritize where we deploy our resources.

• Develop Success Measures:
  Establish and gain alignment on the key outcomes and success metrics we need to drive towards to execute an integrated strategy.

• Partner with Stakeholders:
  Become a subject‑matter expert and trusted thought partner across operations, product, tech, and data teams. Use your influence to support product roadmap development and tech and AI investments.

• Influence Senior Leaders:
  Arrive at recommendations and share your findings in weekly meetings with Senior Director and VP stakeholders. Elevate key findings to VP+ leaders, including the Retail Bank leadership team.

• Define our Customer’s
  
  Experience:
  
  Make tangible impacts on how our customers address their banking needs. In this high‑impact role, your recommendations will directly influence the daily financial lives of millions of customers.

• Join a highly‑motivated, high‑performing team that is in a unique position to drive measurable impact across Retail Bank.

• Strategic leadership:
  Develop business strategies that will enable growth, profitability, and competitive success for Capital One in the face of shifting consumer behavior and technological advancements.

• Strategic & analytic orientation:
  Bring structured thinking and apply frameworks to white space problems. Leverage a hypothesis‑based approach to solving problems.

• Strong business judgement:
  Apply innovative approaches to resolve complex, unstructured challenges. Connect the dots across work streams in Retail Bank to inform recommendations.

• People leadership:
  Build and leverage the capabilities of a high‑performing team, as well as business partners across the enterprise. Play a key role in mentoring your team members with the goal of attracting and retaining top talent at Capital One.

• Executive communication skills:
  Leverage impeccable written and oral communication to drive teams to action. Translate complex quantitative insights into compelling narratives for executive stakeholders.

• Business ownership:
  Have a strong ownership mindset, including when overseeing multiple projects and programs concurrently.

• Clear results orientation:
  Display focus on achieving short and long‑term goals. You should be able to create, manage, and execute an agenda and workplan in a fast‑paced environment.

• Cross‑Functional Stakeholder Engagement:
  Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leaders.

• Have a successful track record of thriving in a fast‑paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus.

• Bachelor’s Degree

• At least 3 years of experience performing quantitative analysis

• At least 3 years of experience performing qualitative analysis

• At least 1 year of experience performing people management

• At least 1 year of experience performing project management

• Master’s…