Customer Experience Strategy & Analytics Lead: A Prominent Role in Small Business Banking
As the banking industry continues to evolve in the digital age, the role of a Customer Experience Strategy & Analytics Lead is becoming increasingly critical. This position, particularly in the context of small business banking, is pivotal to ensuring that customers’ experiences with their banks are not just satisfactory, but exceptional. Capital One, a renowned financial corporation, is one such entity that is recognizing the importance of this role within its Small Business Bank division.
Capital One’s Small Business Bank is on a mission to change banking for good by creating a nationwide digital small business bank. As a Customer Experience Strategy & Analytics Lead in this division, you will be core to this mission, helping to build amazing digital customer experiences. The end goal is to continue delighting customers, driving long-term customer retention, and maintaining an efficient cost-to-serve.
A Day in the Life of a Customer Experience Strategy & Analytics Lead
The daily responsibilities of this role are both diverse and significant. Key tasks include conducting high-visibility & impact business cases, deep-dive analysis, partnership with product managers, and embodying the voice of the customer. In addition to these tasks, you will have the opportunity to lead a team of primarily Business Analysts, overseeing their projects and aiding in their professional development.
General Responsibilities and Qualifications
As a Customer Experience Strategy & Analytics Lead, your overarching responsibility will be to drive growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory demands. This will involve strategic leadership, product development and pricing strategies, direct-to-consumer marketing efforts, and credit risk management.
To qualify for this role, you will need a Bachelor’s degree and at least four years of experience in both quantitative and qualitative analysis. You should also have at least two years of experience in people management and project management. However, those with a Master’s degree and experience in financial services and consulting are preferred.
Salary and Benefits
Capital One is committed to offering competitive salaries and comprehensive benefits for its employees. While the exact salary is subject to the specific location and role level, the range for the Business Director role is provided. For example, in McLean, VA, the salary range is $230,400 – $263,000. The company also offers performance-based incentive compensation, which may include cash bonuses and/or long term incentives.
Capital One’s Commitment to Equal Opportunities
Capital One is an equal opportunity employer, committed to non-discrimination in compliance with applicable federal, state, and local laws. It promotes a drug-free workplace and considers all qualified applicants for employment, regardless of their criminal history. Capital One also provides reasonable accommodations for those who require them during the application process.
In conclusion, the role of a Customer Experience Strategy & Analytics Lead in small business banking is a challenging yet rewarding career choice. It offers the opportunity to make a significant impact on the customer experience and overall success of the organization. If you feel that this role aligns with your skills and ambitions, you are encouraged to apply.
To learn more about this opportunity, visit Here.
