Description:
The Consumer Intelligence (CI) team within the Strategy Group at Capital One was founded 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 leadership and communication skills, attention to detail, and the ability to adapt to a dynamic, agile environment are essential to succeeding in this role.
What you’ll do:
Research management:
Lead CEMP’s research operations in developing and delivering new research and surveys to capture customer feedback at important moments in the customer journey. Project delivery and execution:
Lead and manage multiple complex projects to support team strategic initiatives; develop and maintain business requirements and delivery execution plans; track progress against timelines and risks to delivery; develop comprehensive communication strategies to keep stakeholders informed 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 As a project manager on this team, you will need: 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
Basic Qualifications:
Bachelor’s degree or Military experience At least six years experience in Process or Project Management
Preferred Qualifications:- 1+ year of people management experiencePMP, Lean, Agile or Six Sigma certification
- Familiarity with SQL and JiraStrong written and verbal communication skills
- Work experience achieving results with complex projects
- Background in market research and survey design
This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.
At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $151,900 - $173,400 for Manager, Project Management
Richmond, VA: $138,100 - $157,700 for Manager, Project Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
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.
This role is expected to accept applications for a minimum of 5 business days. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com. Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
