161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Principal Associate, Customer Experience (CX) Insights
About Capital One Canada.
For 30 years, we’ve been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you!
About the Role
As a key member of the Experience Design (XD) team, you will lead the end-to-end strategy and execution of Capital One Canada’s Customer Experience (CX) measurement program. Reporting to the Manager, XD Research, you will act as the 'Voice of the Customer' champion—translating macro metrics (NPS, CSAT) and customer journey data into actionable insights & narratives that shape our product and service strategy. You are a hybrid team player with the ability to understand customer CX data and XD research and the strong product mindset to make insights "stick" and influence teams.
Your Responsibilities:
Program Operations & Governance
- Define and lead the Canada CX measurement program strategy and roadmap.
- Lead the project management and execution of the CX measurement program (NPS/CSAT) and key journey-point metrics.
- Own data quality and reliability, implementing rigorous control measures for survey sampling, quota management, and response integrity.
- Partner with the Enterprise CX measurement teams and engineering teams to deploy new CX measurement capabilities specifically across digital customer journeys.
- Lead and report on our CX competitive study data and synthesize insights for internal and Business partner teams.
- Track and report the return on investment or tangible business impact resulting from CX-driven changes and recommendations.
- Manage and prioritize a backlog of CX measurement requests from various business partners and internal CX initiatives.
Strategic Influence
- Serve as the primary ambassador for CX data in Canada, consulting with Business partners, Product, Design, Marketing, and Operations to infuse CX analytics into decision-making.
- Translate raw metrics into compelling, high-impact narratives that can influence the strategy, roadmap, and design priorities.
- Use data-driven insights to support and/or challenge existing assumptions and influence teams to pivot strategy or direction when necessary.
Advanced Analytics & Synthesis
- Analyze complex VoC (Voice of Customer) datasets to identify trends, pain points, and opportunities.
- Leverage data visualization tools and dashboards that make customer sentiment easy to digest for non-technical stakeholders.
- Link quantitative CX data with qualitative XD research insights to provide a 360-degree view of the customer experience.
Basic Qualifications:
- 3–5 years of experience leading CX measurement programs, Voice of the Customer (VoC), or loyalty programs (NPS/CSAT) with a deep understanding of survey methodology. This includes experience in process/operations/project management or analyst roles related to CX, customer satisfaction, and loyalty measurement programs.
- Proven ability to apply statistical techniques to account and survey data, turning numbers into stories that help drive business outcomes.
- Proven experience as a hybrid professional who combines the analytical rigor of a researcher with the mindset of a strategist. You possess a unique ability to translate complex data into compelling narratives that "stick" with partners, directly influencing product roadmaps and prioritization.
- Familiarity with data architecture and how it impacts CX execution—you know how to talk to data engineers, business partners, as well as designers.
- A track record of managing complex workstreams independently while thriving in an agile, fast-paced environment.
- Experience influencing decision making across business units or functional teams.
- Proven experience using analytics in a business or marketing setting.
- Strong written and verbal communication skills.
- Fantastic interpersonal skills and the ability to work well in cross functional teams.
- Ability to identify and solve problems independently in a constantly changing environment.
Preferred Qualifications:
- Bachelor's degree in Business Administration, Customer Experience, Research, Marketing, or related field or any equivalent combination of relevant background and experience.
- Completed training or certification in Customer Experience Management (CEM) or Net Promoter Score (NPS).
- Experience managing CX/Voice of Customer feedback programs in partnership with software, servicing vendors.
- Experience in financial services, customer loyalty programs, or other high-frequency transaction industries.
- Experience designing and developing data visualization tools/reports.
- Experience with survey design and analysis of customer survey data.
- Familiarity with text analytics software packages and visual analytics software.
Working at Capital One.
Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
Live well—physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—and much more—you’ll discover that Capital One is committed to helping you live your best life.
This posting is for an existing vacancy.
The expected annual salary range for this position is **$108,900-$124,300. **This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
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 ARCanada@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
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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).