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.
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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.