Customer Experience Analyst - Consumer Card & Bank Experience Design

Capital One
McLean, Virginia
Jan 09, 2022
Feb 02, 2022
Full Time
Locations: VA - McLean, United States of America, McLean, Virginia

Customer Experience Analyst - Consumer Card & Bank Experience Design

The Consumer Card and Bank Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We're passionate about creating seamless customer experiences across credit card products, bank accounts, and all other Capital One touchpoints. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

About the Role:

We are currently seeking a Customer Experience Analyst to join our Consumer Card and Bank Experience Design Team. In this role, you will be part of our Experience Intelligence team, a diverse group of Analysts, Strategists, and Researchers focused on connecting human insight and market context to shape our highest impact customer experiences. This team will span horizontal customer experience efforts blending competitive intelligence, trends, and internal and external data sources to identify customer experience opportunities, pain points, and solutions. As a Customer Experience Analyst you will apply both your analytical and strategic skills to harness data, uncover opportunities, and help define the direction for large scale customer experience initiatives that impact up to millions of customers and impact the bottom line. And you'll do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation.

What you'll do:
  • Analyze business data, experience behavior data, and customer data from a variety of data sources and tools to create and inform insights reports, intuitive dashboards & customer experience strategies.
  • Conduct competitive analysis and benchmarking to gauge the bar for experience performance and identify emerging customer experience trends, threats, and opportunities.
  • Inform and facilitate strategic decision making and problem-solving based on customer and market data.
  • Develop strategic recommendations that will drive growth, profitability, and competitive success for Capital One in the face of shifting consumer behavior & market trends.
  • Collaborate with teams to solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.
  • Work closely with colleagues across Capital One including Research, Strategy, Design, Product, and Technology partners
  • Balance multiple projects and programs concurrently.

Our ideal candidate will have the following experience and skills:
  • Proficiency identifying insights, trends and patterns across business data, customer intelligence, and market research
  • Impeccable written and oral communication credentials
  • Analytical skills to support hypotheses, insights and ideas with quantitative rigor and comfortable applying conceptual thinking skills to imagine new ideas
  • Successful track record of thriving in a fast-paced, entrepreneurial and fluid environment.
  • Proficiency in business case development for whitespace thinking - communicating analysis, customer trends, opportunity, and business impact grounded in insights
  • Proficiency in experience measurement frameworks and defining KPIs for Customer Experience (e.g. Net Promoter Score, Customer Effort Score, Customer Satisfaction, Google HEART framework, etc.)
  • Curious and open-minded mindset, seeking to learn and refine tools and methodologies
  • Comfortable working with stakeholders to build relationships and influence
  • Familiarity with working in design innovation environments
  • Familiarity with design thinking

Basic Qualifications
  • At least 4 years of experience in qualitative and quantitative analysis (market research, business performance analysis, competitive/comparative analysis, design research)
  • At least 2 years of experience Proficiency with data analysis and visualization tools
  • At least 2 years of experience Proficiency with SQL and working with large datasets

Preferred Qualifications:
  • Previous consulting experience in analytics, strategy or customer analysis related roles
  • Experience with developing innovation and customer experience trend reports
  • Experience with developing customer intelligence dashboards
  • Experience with developing strategic recommendations based on customer intelligence
  • Experience working with research, strategy, or design teams
  • Familiarity with the landscape of experience analytics and customer research tools (e.g. Qualtrics, DScout, UserTesting, UserZoom, Optimizely, Google Analytics, MixPanel, Medallia etc.)

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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