Senior Business Analyst- Bank Customer Resiliency

Senior Business Analyst – Bank Customer Resiliency

Have you ever thought about what happens if a customer over‑draws their checking account? They are in overdraft status and the Bank Customer Resiliency (BCR) team steps in to help manage the risk and customer experience. The BCR Strategy and Analytics optimizes our credit program and strategic intent for collections and recoveries across all retail bank portfolios (Consumer deposit overdraft, SBB deposit overdraft, and SBB lending).

The team plays a key role in reducing losses for the bank and ensuring customers keep their accounts.

As a core member of the BCR Strategy and Analytics team, this unique credit role offers the best of both worlds: deep expertise in credit analysis combined with broad generalist business analyst skills. You will be at the forefront of credit strategy and execution, influencing customer experience, shaping collections and recoveries strategy, and driving significant impact on vertical P&Ls of BCR strategies.

• Analyze Key Credit Metrics: Own the analysis of trends in critical credit metrics, identifying insights and proactively recommending strategy or operational changes to address any concerning patterns.

• Drive Strategic Projects: Take ownership of high‑impact strategic projects from conception to execution. Our roadmap is packed with exciting initiatives, including:

  • Building and executing business cases for launching digital communication channels (e.g., SMS, in‑app messaging) to enhance customer engagement during collections and recoveries.

  • Identifying levers to reduce customer complaints and significantly improve overall customer outcomes.

  • Driving operational efficiencies for execution of strategies.

  • Collaboration with product and technology teams to modernize tools and processes.

• Collaborate and Lead: Regularly collaborate and lead discussions with diverse teams across the bank, including Product, Technology, Operations, and upstream Business Analyst teams.

• Present to Senior Leadership: Gain significant exposure by presenting your insights and project updates to senior leaders, up to the MVP level, on at least a monthly basis.

• Gain Broad Exposure: Develop a general understanding of Retail Bank, collaborating with teams focused on Small Business Lending Strategy, Deposit Overdraft Strategy, Account Opening Eligibility, Operations and Marketing.

• Analysis: Identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations.

• Partnership: Work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability.

• Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management.

• Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business.

• Strong communication skills: Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills.

• Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
• At least 1 year of experience in analysis

• Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
• 1+ years of experience in Statistical model building
• 1+ years of experience in market research
• 1+ years of experience in SQL querying
• 2+ years of experience in business analysis
• 1+ years of experience in consulting

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…