Senior Associate, Project Manager, Consumer Intelligence

Capital One • McLean, VA

1d

About The Position

The Consumer Intelligence (CI) team within the Strategy Group at Capital One was created by CEO mandate to capture the voice of the customer to inform business decisions. CI delivers on this mandate by supporting a comprehensive customer and associate feedback listening program that includes the capture, analysis, and deployment of feedback across all of Capital One. CI has built an enterprise voice of customer system that includes an arsenal of surveys and tools, digital platforms to visualize and action on feedback, and an insights team that enables associates to better drive our mission. Role Summary: CI’s Customer Experience Management Program (CEMP) is seeking a highly motivated strategic thinker with the ability to quickly put structure in place to manage project delivery and well-managed operations in an evolving environment. Strong communication skills, attention to detail, and the ability to adapt to a dynamic, agile environment are essential to succeeding in this role.

Requirements

• Exceptional communication and collaboration skills - organizing & facilitating meetings, distributing follow-ups, developing slide presentations, etc.
• Excellent problem solving and influencing skills and the ability to cut through ambiguity to bring sense and structure to a problem and define the path forward
• A quantitative approach to problem solving and a collaborative approach to implementing holistic solutions; a systems thinker
• A deep focus on execution, follow-through, accountability, and results, with a forward-lean on taking proactive ownership
• Exceptional cross-team collaboration; able to work across different functions, organizations, and reporting boundaries to get the job done.
• Exceptional organizational and documentation skills, with the ability to create structure from scratch and clearly document and communicate that structure to team and partners
• A strong technical background (ideally building highly scalable platforms, products, or services) with the ability to proactively identify and mitigate technical risks throughout delivery life-cycle
• The ability to simplify the technically complex and drive well-educated decisions across partner teams
• Highly tuned emotional intelligence, strong listening, and deep seated empathy for teams and partners
• Bachelor’s degree or Military experience
• At least two year’s experience in Process or Project Management

Nice To Haves

• PMP, Lean, Agile or Six Sigma certification
• Familiarity with SQL and Jira
• Strong written and verbal communication skills
• Work experience achieving results with complex projects

Responsibilities

• Project delivery and execution: Lead and manage project delivery to support team strategic initiatives; develop and maintain business requirements and delivery execution plans; track progress against timelines and risks to delivery; work directly with our tech partners as a product owner to deliver on work.
• Operations management: Support and maintain a well-managed Tech infrastructure; be comfortable working hands on with tech and data to optimize processes and problem solve issues.
• Research management: Support CEMP’s research lead in developing and delivering new research to capture customer feedback at important moments in the customer journey.
• Stakeholder management: Have a constant pulse of the current state of affairs for their scope. Independently connect with relevant stakeholders to set expectations, remove blockers, etc. Lead delivery prep meetings across our team (including tech, line-of-business partners, and vendor partners.
• Steward of documentation: Create structure for defining, executing, and maintaining system documentation that are representative of processes.
• Steward of well managed processes: Track & champion well managed processes as well as gathering, storing, & organizing documentation for partners

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level