Job Description

Locations: VA - Richmond, United States of America, Richmond, Virginia

Senior Associate, Consumer Intelligence

Founded by former strategy consultants, Capital One is a strategy driven company. The highly selective Corporate Strategy group engages on a targeted set of ultra-high impact issues that drive the direction and performance of the company. Projects focus primarily on formulating enduring and profitable growth and value enhancement strategies, while working within the business to influence results and ensure follow through.

Our Consumer Intelligence team is a small but mighty team that values a close-knit and open culture, personal engagement, and a forward lean in approach to work. Customer centricity, both outward facing and engaging with internal clients, is also an underlying team tenant in the form of enterprise-wide client engagements built to capture and interpret the voice of the customer. As stewards for customer experience data we also approach our day-to-day work with appropriate rigor and attention to detail which, in turn, enables bold strategic insights in both how we capture Voice of the Customer (VOC) and how we interpret that to drive change.

Job Description:

A successful Senior Associate will:

* Lead CEMP Data and Analysis design, ensuring the integrity of CEMP results and analytical approach

* Serve as an ambassador for customer experience data and analysis across lines of business, consulting on customer experience data needs and infusing customer analytics into decision-making

* Mine customer survey verbatim leveraging text analytics tools to build a recurring NPS insights report

* Research and leverage new analytical tools and big data environments (e.g., text analytics, AWS, etc)

* Act as the Performing Data Steward, owning data provisioning, quality, and compliance

* Partner with survey vendor and data science teams to ensure accuracy of survey results

* Work with Sr. Director team lead, focused on driving select, business-critical projects

* Provide analytical support for both the CEMP Product and Design & Operations teams

* Act as Business Product Owner for select projects flowing through the CEMP Tech pipeline, helping translate intent for technical delivery

* Build and monitor survey sampling strategies and quota management

* Provide analytical support for research on various survey techniques (e.g., response and survey abandonment analysis, question correlations)

* Lean in to support the Product portfolio with systems of record reconciliation, Closed Loop Feedback testing analysis, and assessing product enhancements and rollouts

* Conduct ad hoc analysis as needed to support the survey strategy and NPS system (e.g., COVID-19 impacts)

Basic Qualifications:

* Bachelors degree

Preferred Qualifications

* At least two years experience in Strategy Consulting, Business Analysis, or Engineering

* Ability to provide analytical support for all facets of the team, including process engineering, research development, product support, and insight generation,

* Proficiency in data analysis and in working with large data sets (including with database queries, data visualization tools, and in cloud-based environments)

* Robust workstream management skills, including thoughtful attention to detail and skillful balancing of multiple priorities

* Demonstrably strong written and verbal communication skills

* Experience with survey design and analysis of customer survey data

* Experience with panel-based research and vendor management

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