Voyager (94001), India, Bangalore, Karnātaka
Principal Associate, Business Analysis
At Capital One, data is at the center of everything we do. As a startup, we disrupted the credit card industry by individually personalizing every credit card offer using statistical modeling and relational databases—cutting-edge technology in 1988! Fast-forward to today, and our passion for data has skyrocketed us to a Fortune 200 company and a leader in the world of data-driven decision-making.
Today, we are a high-tech company, a scientific laboratory, and a nationally recognized brand, impacting over 65 million customer accounts. Still founder-led by Chairman and CEO Richard Fairbank, we dare to dream, disrupt, and deliver a better way for our customers, the financial industry, and each other.
Team Description: Customer Navigator
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).
We are not just improving processes; we are completely re-engineering how we understand and resolve customer friction. Our platform aggregates massive amounts of fragmented enterprise data, mapping it into a seamless, chronological "journey format" for our agents. By layering advanced Artificial Intelligence and Machine Learning over this data within an easily understandable User Interface (UI), we empower our teams to resolve complex customer issues with unprecedented speed, empathy, and accuracy.
Key Responsibilities
- Strategic Leadership: Develop and own the business strategy that will drive growth, profitability, and competitive success for Capital One. Identify opportunities to leverage AI/GenAI to predict, understand, and resolve complaints before they escalate.
- Execution & Product Delivery: Manage the sequence and delivery of business intent. Translate complex data requirements into actionable product features.
- Enterprise Partnership: Work closely with colleagues across Capital One including: Tech, Lines of Business, and others to drive improvement in quality, volume, service, and profitability.
- Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, and understanding of Statistical / ML models.
- Strong business judgment, leadership and integrity: He/she should be a tenacious decision maker, able to bring a healthy, aggressive, yet responsible approach to business.
- Strong executive communication skills: Impeccable written and oral communication credentials. Communicate technical subject matter clearly and concisely to individuals from various backgrounds both verbally and through written communication; prepare presentations of complex technical concepts and research results to non-specialist audiences and senior management.
- Clear results orientation: display an intense focus on achieving both short and long term goals. He/she should be able to drive and execute an agenda in an uncertain and fluid environment.
- Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment.
Basic Qualifications
- Bachelor's Degree in a quantitative field (Statistics, Math, Engineering, Economics, Econometrics, Finance, or Operations Research).
- At least 5 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 or customer experience
- Proficiency in key econometric and statistical techniques, with hands-on experience in model design, development, and deployment.
- Proven experience translating high-level business strategy and advanced analytics into tangible products and actionable outcomes.
- Excellent written and verbal communication skills.
No agencies please. 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.
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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).