Description
As a Senior Associate at Capital One, you will apply your analytical skills to major company challenges. You'll team with world-class professionals to develop and test strategies that ultimately impact how the company manages customer friction and resolution.
Team Description Welcome to Customer Navigator. We are the central nervous system for enterprise-wide customer resolution, serving as the one-stop engine to resolve complaints across all Capital One Lines of Business (LOBs).
Role Description General responsibilities include:
- Bridge Business and Data: Partner with cross-functional teams to translate complex data requirements into actionable product features for the Customer Navigator platform.
- Analytical Problem Solving: Support the business strategy by analyzing data to identify opportunities to leverage AI/GenAI for predicting, understanding, and resolving complaints before they escalate.
- Stakeholder Collaboration: Act as a liaison between business users and the product team; gather feedback, understand processes, uncover opportunities to improve decision-making, and drive continuous improvement in workflows.
- Data Translation: Interpret and translate complex analytical outputs into clear, actionable insights and recommendations that inform complaint resolution strategies.
- Communication: Communicate technical concepts and research results effectively to diverse audiences, including senior leadership and non-specialist colleagues, through structured presentations and storytelling.
- Execution Focus: Display an intense focus on achieving both short- and long-term goals, helping drive business intent and product adoption in an uncertain and fluid environment.
The ideal candidate is:
- Inquisitive: You thrive on solving big, undefined problems.
- Technical: You're comfortable navigating complex analytical solutions and have hands-on experience conducting business analyses using modern data tools.
- Innovative: You continually are on the lookout for novel approaches, solutions, and emerging technologies to solve business problems and improve the customer experience.
Basic Qualifications:
- Bachelor's Degree in a quantitative field (Statistics, Math, Engineering, Economics, Econometrics, Finance or Operations Research).
- At least 2 years of professional work experience in analytics, business analysis or data-driven product management.
Preferred Qualifications:
- 3+ years of experience with Python, R, SQL and relational databases.
- Experience in the financial services industry, specifically dealing with cross-LOB operations, customer experience or complaint resolution.
- Strong analytical skills with high attention to detail and accuracy, and proficiency in key econometric and statistical techniques.