Principal Associate - Process Manager, Bank Customer Experience Measurement Program (CEMP)

Capital One
McLean, Virginia, United States
Feb 07, 2023
Feb 24, 2023
Full Time
Center 2 (19050), United States of America, McLean, Virginia

Principal Associate - Process Manager, Bank Customer Experience Measurement Program (CEMP)

The Customer Experience team strives to establish and evangelize a customer obsessed culture by identifying areas of opportunity for customer experience and crafting grounded recommendations that reduce customer friction and ignite customer engagement and retention. The team delivers on this initiative by supporting, expanding, and analyzing customer feedback across all of Capital One Bank and Small Business Bank. With enterprise-wide attention on customer satisfaction (e.g. NPS and Overall Satisfaction), it is imperative that the team executes a robust process to capture accurate customer feedback and transform that feedback into actionable insights.The team faces an exciting time with a huge appetite from lines of businesses to understand and improve the customer experience.

With that in mind, we are looking for a proactive, bright, and organized individual to join our team to help fuel our customer obsessed culture at Capital One. The associate must be highly fungible, capable of effectively managing a complex process from end to end and establishing working models with stakeholders across the enterprise. As a Principal Process Manager, you will work with smart and passionate people to deliver results that have an impact on improving the bank customer experience.

We are seeking a detailed, disciplined, and analytical professional who excels in a dynamic 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 influencing using analytical insights and the ability to quickly put structure in place to manage operations in a dynamic environment.

A successful candidate will be able to:
  • Design, develop, and manage processes in a complex environment, revising needs to meet changing requirements
  • Ensure processes are documented appropriately to mitigate risk and to be delivered on time
  • Ensure documentation is available in order to enable stakeholders to self serve
  • Prioritize competing initiatives according to what has the highest leverage
  • 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
  • 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
  • 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
  • PMP, Lean, Agile or Six Sigma certification
  • Work 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.

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.

Location is New York City: $100,481 - $118,545 for Principal Process 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 letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

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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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