Capital One · 5 hours ago
Senior Business Analyst, Retail Bank Complaints Analytics
McLean, VA
Full-time
Onsite
Mid, Senior Level
$111K/yr - $127K/yr
2+ years expCapital One is a financial services company that is seeking a Senior Business Analyst for their Retail Bank Complaints Analytics team. This role involves advocating for customers by analyzing complaint data to drive strategic improvements in customer experience and collaborating with various teams to implement effective solutions.
Financial Services
Responsibilities
Develop Program Strategy: Identify the highest leverage opportunities to reduce complaints, work with partner teams to define projects to bring into the Complaints Reduction Program and develop the methodology to measure impacts
Present to Senior Leadership: Develop strategic reports for crucial stakeholders, including both senior leadership and external regulators
Identify Trends and Insights: Analyze trends in complaints data to identify emerging friction points and root causes to escalate to partner teams, leveraging Gen AI tools where possible
Analyze Complaint Drivers and Variance: Develop the team’s understanding of the drivers of complaint volatility (seasonality, portfolio composition, external factors, etc) to provide clarity into when variation is meaningful and when it is just noise
Evaluate Complaint Impacts: Measure the impact of complaints on customer attrition and primary banking relationships, and how this impact changes based on complaint type and customer profile, to help improve our strategy and prioritization
Problem Solving: Identify opportunities for improvement leveraging data analysis tools and white space problem solving to translate opportunities into recommendations
Systems Thinking: Develop a holistic understanding of processes and how they interact to make robust recommendations on process enhancements
Partner Collaboration: Regularly collaborate and lead discussions with diverse teams across the bank, including Product, Technology, Operations, and upstream Business Analyst teams
Strategic Communication: Impeccable written and oral communication skills, coupled with the ability to craft content and delivery to a wide variety of audiences
Build well-managed systems: Develop clean, accurate, and reproducible reports for leaders, leveraging automation tools and Gen AI where possible
Qualification
Required
Bachelor's Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 1 year of experience in analysis
Preferred
Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
1+ years of experience in Statistical model building
1+ years of experience in market research
1+ years of experience in SQL querying
2+ years of experience in business analysis
1+ years of experience in consulting
Benefits
Performance based incentive compensation
Cash bonus(es)
Long term incentives (LTI)
Comprehensive, competitive, and inclusive set of health, financial and other benefits
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
Daniel Arellano
Senior Vice President, Business Cards and Payments
Justin Burch
Senior Vice President
Recent News
2026-01-25
2026-01-25
2026-01-25
Company data provided by crunchbase