Senior Business Analyst - Retail Bank Contact Center
- Employer
- Capital One
- Location
- Glen Allen, Virginia
- Closing date
- May 29, 2021
View more
- Industry
- Financial Services and Banking
- Function
- Finance
- Hours
- Full Time
Job Details
Senior Business Analyst - Retail Bank Contact Center
Summary:
At the Retail Bank Contact Center, we are focused on helping our customers stress less by building a resilient contact center, devising 'just-right' customer experiences, and adapting to the expanded needs of our customers fueled by the bank's broader growth agenda. The Strategy & Analytics (S&A) team is at the heart of designing and executing strategies to bring the organization's vision and priorities to life. The team drives opportunities to enhance customer experience while also improving business efficiency and delivering on our financial commitments.
The S&A team is looking for a Sr. Business Analyst to join the team. As a Sr. Business Analyst on this team you will help streamline the contact center through a wide range of initiatives related to redesigning our customer segmentation, driving call reduction, refining the footprint strategy, and simplification of our servicing platforms. In this position, you will work in a fast-paced and entrepreneurial environment where you will be handling multiple concurrent projects while working independently and within teams. You will be part of a highly collaborative environment that values your insight, encourages you to take on new responsibilities, promotes continuous learning, and rewards innovation. An ideal candidate will possess strong problem solving and conceptual thinking abilities in addition to communication, interpersonal, and leadership skills.
General Responsibilities:
- Analysis: Identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations
- Product: Perform modeling/analytics to assist new product and pricing strategies for various lending products
- Marketing: Support direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel. Help build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go to market strategies
- Credit Risk: Support step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis
- Execution: Involve problem frame-works, develop hypotheses, test and analysis, solution development, scope operational feasibility, lead implementation efforts and develop a monitoring plan
- 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
- Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment ■
- Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus
Basic Qualifications:
- Bachelor's Degree
- At least 1 year of experience in analysis
Preferred Qualifications:
- 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.
Company
We Don’t Only Think Big Things—At Capital One, We Do Big Things.
You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.
Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.
Be inspired. Be yourself. That’s #LifeAtCapitalOne.
Creating a Culture of Belonging
At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.
We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.
We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:
Create a culture of belonging where everyone can thrive and innovate
Attract and develop talent from all backgrounds and experiences
Ensure our systems and programs promote fairness and equity
Get a career with more at Capital One. Discover it for yourself today.
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, sexual orientation, gender identity, protected veteran status, disability or other protected status.
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