Take Your Career to the Next Level as a Senior Business Analyst in Retail Bank Complaints Analytics
Ever dreamed of transforming customer feedback into strategic, actionable insights? As a Senior Business Analyst in Retail Bank Complaints Analytics, you have the opportunity to play a pivotal role in improving the customer experience. In this role, you serve as a bridge between the senior leadership of the retail banking sector and the voice of the customer. Your ability to translate complaints into meaningful insights is critical in identifying customer pain points, drilling down on their root causes, and deciphering overarching trends and patterns.
You will be part of our Complaints Reduction Program, wherein we partner with teams across the organization to improve our processes and operations continually. This program aims to enhance customer satisfaction and foster a better relationship with them.
Key Responsibilities of a Senior Business Analyst in Retail Bank Complaints Analytics
As a senior analyst, you will leverage strong analytical skills to separate signals from noise, systems thinking to understand how intertwined operational processes impact the customer journey, and adaptable communication skills to influence a wide variety of partner teams and push recommendations into action.
Results You Will Drive Include:
- Developing Program Strategy: Identify high-leverage opportunities to reduce complaints, work with partner teams to define projects for the Complaints Reduction Program, and develop the methodology to measure impacts.
- Presenting to Senior Leadership: Develop strategic reports for essential stakeholders, including senior leadership and external regulators.
- Identifying 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.
- Analyzing Complaint Drivers and Variance: Develop an understanding of the drivers of complaint volatility to provide clarity into when variation is meaningful and when it is just noise.
- Evaluating Complaint Impacts: Measure the impact of complaints on customer attrition and primary banking relationships to help improve our strategy and prioritization.
General Responsibilities:
- 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.
- Strategic Communication: Impeccable written and oral communication skills, coupled with the ability to craft content and delivery to a wide variety of audiences.
- Building well-managed systems: Develop clean, accurate, and reproducible reports for leaders, leveraging automation tools and Gen AI where possible.
Basic and Preferred Qualifications:
The ideal candidate for this role should possess a Bachelor’s Degree in a quantitative field and at least 1 year of experience in analysis. A Master’s Degree in a quantitative field and experience in Statistical model building, market research, SQL querying, business analysis, and consulting are preferred.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits to support your total well-being. The company promotes a drug-free workplace and is an equal opportunity employer committed to non-discrimination in compliance with applicable laws.
If you’re interested in this role and meet the qualifications, take the next step in your career by applying for this position. For more information, click here.
Capital One is committed to providing an inclusive and supportive work environment. If you require an accommodation during the application or interview process, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com.
For technical support or questions about Capital One’s recruiting process, please send an email to Careers@capitalone.com.
Join us at Capital One and be a part of a team that values hard work, professional growth, and customer satisfaction.
