Principal Associate - Process Manager, Bank Customer Experience Measurement Program

Capital One
McLean, Virginia
Sep 18, 2022
Oct 17, 2022
Full Time
1750 Tysons (12023), United States of America, McLean, Virginia

Principal Associate - Process Manager, Bank Customer Experience Measurement Program

The Insight 2 Incite (i2i) team within Bank Strategy and Analytics at Capital One was created to drive consistent measurement of customer experience to inform business decisions.

Insight 2 Incite's Bank Customer Experience Measurement Program (CEMP) team delivers on this initiative by supporting a Net Promoter System (NPS) that includes the capture, analysis, and deployment of customer feedback across all of Capital One Bank and Small Business Bank. Bank CEMP has built an arsenal of customer surveys, an operations team, and reporting tools that empower our associates to better understand customers and drive positive change.

Insight 2 Incite is in an exciting time, faced with a huge appetite from lines of business for customer solutions and rapid adoption of customer experience practices. With enterprise-wide attention on NPS and voice of the customer, it is imperative that Bank CEMP executes a robust process to capture customer feedback and ensures the data captured is accurate and of the highest quality.

With that in mind, we are looking for a passionate individual to join our team to help fuel our customer obsessed culture across Capital One. The associate must be highly fungible, capable of effectively managing a complex process, while helping drive Bank CEMP's strategic vision for measuring the voice of the customer.

Role Summary:

Insight 2 Incite's Bank CEMP team is searching for a proactive, bright, organized, and enthusiastic individual to join our team. As a Principal Process Manager, you will work with smart and passionate people to deliver results that have an impact improving customer experience.

We are seeking a dedicated, disciplined, analytical professional who excels in a team environment with excellent communication and collaboration skills which will be essential for partnering with key stakeholders at all levels across the company to manage, inform and influence outcomes. This individual will have a proven track record of bringing analytical insights to bear and the ability to quickly put structure in place to manage operations in a dynamic, complex environment. Strong analytical skills, attention to detail and the ability to adapt to a dynamic, agile environment are essential to succeeding in this role.

A successful candidate will be able to:
  • Design, develop, and manage processes in a complex, dynamic environment, revising needs to meet changing requirements
  • Ensure processes are documented appropriately to mitigate risk and to be delivered on time
  • Leverage problem solving and influencing skills to ensure processes deliver on business intent
  • Collaborate cross-functionally with stakeholders to provide strategic and tactical thought partnership to effectively drive process improvements and operational stability
  • Build relationships with key stakeholders to ensure delivery of commitments

  • Partner with LOB stakeholders and functional performers for end-to-end delivery work
  • Consultation on requirements for design and delivery
  • Target population capture for sampling
  • Create requirements package for each story with detailed specifications
  • Facilitate data updates and communicate impacts to stakeholders
  • Coordinate language translations for Spanish surveys
  • Conduct robust UAT process management
  • Document all aspects of delivery and process in central repository
  • Monitor survey fielding for volume and quota goals
  • Conduct results data validation and LOB consultation
  • Troubleshoot issues and track through resolution
  • Drive process improvements aligned with desired customer outcomes
  • SLA adherence and credits monitoring
  • Engagement for data movement (e.g., file processing, etc.)
  • Analyze, identify and correct data issues with systems used or owned by a line of business
  • Provide subject matter expertise on processes when representing Bank CEMP to effectively advise stakeholders
  • Manage Bank CEMP Mailbox and program communications, leveraging central repository for archival of artifacts

Basic Qualifications:
  • Bachelor's degree or military experience
  • At least 2 years of Process or Project Management experience
  • At least 4 years of Microsoft Office and Google Suites experience
  • At least 2 years of experience in an Agile environment

Preferred Qualifications:
  • 4+ years of Process Management experience
  • Experience conducting market research on how to provide a good customer experience
  • Lean Certification
  • Agile Certification
  • Works well in cross functional teams
  • Identify and solve problems independently in a constantly changing environment
  • Strong written and verbal communication skills

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).

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