Senior Business Manager, Effortless Customer Experiences

Senior Business Manager, Effortless Customer Experiences

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Drive 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 Bank's 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 Bank’s authoritative source for customer data and analytics.

• High 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 action.
• Bank-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 Bank's key customer effort metrics.
• Technical 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 journey.
• Deep-Dive Analysis:
  Act as the Retail Bank's expert customer analyst. Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights.

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

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering).
• 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.

• 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.

McLean, VA: $193,000 - $220,300 for Sr. Business Manager

Richmond, VA: $175,500 - $200,300 for Sr. Business Manager

Wilmington, DE: $175,500 - $200,300 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…