Senior Associate- Change Management and Training Specialist

Capital One provides a fast paced, dynamic environment where you can excel in your career. At Capital One, diversity, inclusion & belonging are valued at our core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We nurture an environment that attracts and develops talent from all backgrounds and experiences, and empower our associates to do great work by creating a culture of belonging that values diverse perspectives, fosters collaboration and encourages innovative ideas – and are routinely recognized as one of the best companies to work for. ​

Role Summary

Capital One, a Fortune Magazine “100 Best Companies to Work For,” is transforming the US Card Business and is seeking a change agent professional to create positive and evolving change as a part of our Marketing Operations transformation. This is a critical role in supporting the creation and implementation of change management through communication and training strategies that focus on marketing process, operations systems and technology utilization.

Responsibilities 

Change Management Strategy Support: Assisting leadership on defining the change initiatives  

• Partners with Marketing Operations leadership to understand the vision to help direct the change effort while assisting with light process improvements

• Design comprehensive communication plans to support the initiatives by outlining the goals, benefits, impacts of change to business and stakeholders and measurements of success

• Create executive presentation documentation to gain leadership buy-in and support in concert with the sponsoring leader driving the change

• Facilitate focus groups/surveys to gather feedback from stakeholders and impacted associates and recommend change management strategy adjustments as needed

• Collaborate with business units to align change activities with process improvement ideas.

Content Creation, Presentation and Distribution  

• Develop and produce high-quality content for various communication channel distribution, including presentations, emails, newsletters and internal communications

• Create training materials, FAQs and guides for change management implementation to help associates impacted understand and adapt to change

• Ensure change management communications are tailored to the specific needs or concerns of the impacted groups

• Play a key contributor role in overall change management implementation rollout plans 

• Partner with managers and individual influencers to measure the effectiveness of communication strategies and plans

• Manage and maintain a communications documentation repository for all change management initiatives

Change Management Effectiveness   

• Create a safe and collaborative environment for associates to openly discuss change challenges and failures, and present alternative solutions or paths to accomplish change management goals 

• Develop quantitative and qualitative measurements for assessing change effectiveness at key points in the change management plan as well as post-implementation for lessons learned or to recommend optimization ideas

• Present effectiveness measurement and optimization ideation to leadership to demonstrate level of success and evolution recommendations

Training Strategy and Delivery

• Design and deliver engaging training sessions to equip users with the knowledge and skills required to navigate organizational changes. 

• Develop training strategies that align with the overall change management plan and support end-user adoption. 

• Create learning content such as presentations/decks, eLearning modules, job aids, videos and interactive workshops

• Facilitate both virtual and in-person sessions using adult learning principles and inclusive engagement techniques

• Evaluate training effectiveness through assessments, feedback and performance metrics and refine materials accordingly

• Partner with SMEs and process owners to ensure training is accurate, timely and relevant to operational needs

Basic Qualifications

• Bachelor’s Degree or military experience

• At least 2 years of communications, public relations or marketing as a discipline 

• At least 2 years of experience in a role with project or process management responsibilities

• At least 2 years of hands-on experience developing and facilitating training programs

Preferred Qualifications

• Change Management Certification (Prosci Change Management Certification, CCMP - Certified Change Management Professional, etc.) 

• Experience with Google Workspace, Adobe Workfront and data visualization software

• Vessel product knowledge 

• Ability to design and deliver hands-on, impactful training that goes beyond presenting - engaging learners through practical application and real-world relevance.

• Excellent written and verbal communication skills with the ability to create engaging documentation

• Understanding of change management principles and methodologies (Prosci, ADKAR)