Sr. Associate, Process Manager - Consumer Intelligence

Capital One
Richmond, Virginia, United States
Mar 07, 2023
Mar 29, 2023
Full Time
West Creek 4 (12074), United States of America, Richmond, Virginia

Sr. Associate, Process Manager - Consumer Intelligence

The Consumer Intelligence (CI) team within the Strategy Group at Capital One was created by CEO mandate to capture the voice of the customer to inform business decisions.

CI delivers on this mandate by supporting a comprehensive customer and associate feedback listening program that includes the capture, analysis, and deployment of feedback across all of Capital One. CI has built an enterprise voice of customer system that includes an arsenal of surveys and tools, digital platforms to visualize and action on feedback, and an insights team that enables associates to better drive our mission. CI has been tasked with capturing employee feedback on platform experiences with the same rigor and excellence that our customer listening program is known for.

With that in mind, we are looking for a passionate individual to join our team to help fuel growth in our customer obsessed culture across Capital One. The associate must be highly fungible, capable of effectively managing a complex process, while helping drive CI's strategic vision by ensuring our end-to-end operations are well-managed.

Role Summary:

CI's Customer Experience Management Program (CEMP) is searching for a proactive, bright, organized, and enthusiastic individual to join our team. As a Sr. Associate Process Manager, you will work with smart and dedicated people to support management and operations of CEMP's enterprise-wide voice of customer and associate platform experience listening programs.

This individual is passionate about process management, embraces being well-managed, and has a proven track record of bringing analytical insights to bear. They have the ability to quickly put structure in place to manage operations in an evolving environment. Strong communication 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:

Support process management in a complex data environment for well-managed operations

Identify and solution process changes to build a program infrastructure aligned with stakeholder priorities

Proactively diagnose opportunities in data and processes to improve program strength, including testing strategies

Leverage problem solving and influencing skills to ensure processes deliver on stakeholder requirements

Ensure processes are documented appropriately to mitigate risk and to be delivered on time

Build relationships with key stakeholders and vendors to ensure delivery of commitments

  • Own and manage a product roadmap for CEMP's listening programs
  • Manage end-to-end processes by conducting data validations and monitoring of data operations to ensure overall program operational health and program continuity
  • Support process improvements aligned with desired program outcomes for a well-managed system, including automation of monitoring and alerts
  • Provide subject matter expertise on processes when representing CEMP to effectively advise stakeholders
  • Support process and product documentation updates
  • Act as a gatekeeper for CEMP incident submissions and communications through various channels, partnering with responsible performers as necessary to drive remediation and resolution

Basic Qualifications:
  • Bachelor's degree
  • At least two year's experience in Process or Project Management

Preferred Qualifications:
  • Product Management experience
  • Lean or Agile certification
  • Familiarity with SQL and Jira
  • Strong written and verbal communication skills
  • Proficiency in G-Suite products

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

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.

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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).