Principal Project Manager, Customer Experience Commercial Card

Capital One
Richmond, Virginia
Jan 23, 2022
Feb 03, 2022
Full Time
West Creek 7 (12077), United States of America, Richmond, Virginia

Principal Project Manager, Customer Experience Commercial Card

Commercial Card is an exciting new business driving Capital One's strategy for Commercial Banking and serving as the vanguard for our National Payments franchise. The business is committed to delivering an innovative and industry-leading product and an outstanding customer experience across new markets throughout the US. The result of this is a unique atmosphere that fosters and rewards innovation, agility and creativity in a fast-paced, highly energized and collaborative 'startup' environment. The business culture encourages autonomy and ownership, but also collaborative problem-solving and brainstorming where valuable. A focus on teamwork and building long-term trusted partnerships, both within the team and beyond, are essential to success in this business.

Associates who can thrive in a dynamic environment, think quickly on their feet and multitask, and are comfortable with both white space strategic thinking and insights driven through rigorous analytics will be best equipped to succeed in Commercial Card. Strong interpersonal skills, poise, a sense of humor, and a willingness to roll up one's sleeves and tackle diverse challenges as they come are invaluable in this business.

As a Principal Project Manager on the Customer Experience team within Commercial Card, you will play a pivotal role in the retention and satisfaction of our existing clients by harnessing the drivers of loyalty and transforming our client experience into one that is remarkable and increases customer satisfaction, loyalty, and advocacy. You will be a key performer on a cross-functional team collaborating with stakeholders across sales, product management, servicing, client development, and experience insights; focused on identifying, innovating, building, and enhancing our client experience to be exciting, engaging, and effective.

Given the focus on our client's as the backbone of our business, we're looking for a passionate, customer-obsessed professional who embraces bold ideas, has expertise in insight gathering and synthesizing themes, trends, and can create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company's bottom line. Our ideal candidate has an eye for innovation while always keeping the customer in the forefront! A great candidate will be highly flexible, able to adapt to change and willing to work in white space as a self-starter to deliver powerful solutions in an environment that has the urgency of a start-up with some of the complexity of a corporate bureaucracy.


Client Listening
  • Creates awareness on how our clients are feelings and proactively identifies ways to meet their needs, before clients realize they have those needs
  • Leverages existing capabilities to have always on listening posts and spearheading the creation or acquisition of new capabilities where needed
  • Review, analyze, and synthesize client feedback in a way to draw trends, themes, to support prioritized decision-making across the business
  • Continuously find ways to gather feedback from clients via new and existing channels in the form of interviews, surveys, focus groups, and more
  • Obsess over how our clients feel and find ways to bring those insights to life with the Client Experience team and broader CX Forum
  • Have a pulse on our client measurement scorecard at all times, and understand how to translate and report on metrics associated with our customer experience.

Client Experience Implementation and Transformation
  • By leveraging appropriate feedback channels and scorecards, play a role in brainstorming, developing, and building unique solution offerings to address the needs of our clients
  • Build scalable technology-enabled processes from scratch and implement those solutions
  • Own identifying strategic opportunities to improve, elevate and execute on the end-to-end experiences of our clients and new strategies for driving customer value
  • Convey innovative ideas that question the status quo and demonstrate significant ROI.
  • Be solution-oriented and able to take an ambiguous idea and formulate sound decision-making by developing business cases and providing rationale and support.
  • Manage multiple projects and prioritize appropriately amongst initiatives.
  • Foster collective ownership and problem-solving across the end-to-end ecosystem
  • Drive results that are meaningfully transformational rather than just an output, and consider implications of efforts to partner processes, scalability/sustainability, and profitability
  • Regularly evaluate solution offerings to ensure they meet the needs of the end customer and have measurable outcomes aligned with the organization's strategy and objectives
  • Lead project work and manage resources based on the needs of a project
  • Drive intent around communicating via client-facing mechanisms to drive better engagement amongst our clients
  • Leverage Project Management skills (e.g., work on several initiatives at once, maintain deadlines, raising risks, etc.)
  • Possess strong communication skills; ability to work cross-functionally and isn't hesitant to reach out to team members

Travel required

Basic Qualifications
  • Bachelor's Degree or Military Experience
  • At least 1 year of experience working with a Client Insights or Client Experience team
  • At least 4 years of experience in Strategy, Consulting, Business Analysis or Project Management

Preferred Qualifications
  • At least 2 years of experience working with a Client Insights or Client Experience team
  • At least 6 years of experience in Strategy, Consulting, Business Analysis or Project Management

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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