Capital One · 4 hours ago
Senior Business Manager, Effortless Customer Experiences
Richmond, VA
Full-time
Onsite
Senior Level
$193K/yr - $220K/yr
5+ years expCapital One is seeking a Senior Business Manager for Effortless Customer Experiences. The role involves driving the Customer Experience Analytics Strategy for the Retail Bank, managing junior analysts, and collaborating with Product and Tech partners to enhance customer data and analytics.
BankingCredit CardsFinanceFinancial Services
Responsibilities
Drive the Customer Experience Analytics Strategy for Retail Bank
Manage junior Business Analysts, leading their projects and developing their skill sets
Guide fully-dedicated Product and Tech partners to administer and enhance the Retail Bank’s authoritative source for customer data and analytics
Regularly share analysis and strategic recommendations with VP+ stakeholders (including the President of the Retail Bank) on which customer effort hot spots we need to improve
Share business cases with VP, MVP, and SVP stakeholders across Bank, Enterprise Product, and Card to motivate action
Build novel, proprietary measures that bring focus and prioritization for teams across the Retail Bank (e.g., End-to-End Time to Complete)
Leverage complex datasets across Digital, Call Center, and In-Person channels, requiring mastery of SQL/Snowflake and advanced analytical techniques (preference for Python)
Act as the Retail Bank's expert customer analyst
Frame complex customer pain points, perform exhaustive data analysis (using SQL and Python), and synthesize findings into novel, high-leverage insights
Create deep expertise in the Retail Bank about the definition and importance of customer effort
Identify customer effort hot spots where we should focus our time and energy to drive bottom line outcomes for Capital One and customers
Qualification
Required
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in quantitative analysis
At least 2 years of experience in qualitative analysis
At least 1 year of experience in people management
At least 1 year of experience in project management
Preferred
Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
5+ years of experience in quantitative analysis
5+ years of experience in qualitative analysis
2+ years of experience in people management
2+ years of experience in product development
2+ years of experience in financial modeling
2+ years of experience in economic forecasting
2+ years of experience in project management
Benefits
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
H1B Sponsorship
Capital One has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (723)
2024 (488)
2023 (545)
2022 (909)
2021 (672)
2020 (944)
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Lo Li
CTO, Managing Vice President Retail Bank
Daniel Arellano
Senior Vice President, Business Cards and Payments
Recent News
Business Wire
2025-12-30
2025-12-29
2025-12-26
Company data provided by crunchbase