Senior Business Analyst, Retail Bank Complaints Analytics

Overview

Senior Business Analyst, Retail Bank Complaints Analytics

Do you want to be the voice that turns customer frustration into strategic action? As a member of the Retail Bank Complaints Analytics team, you will have the opportunity to advocate for our customers and drive customer experience excellence. Our team serves as the bridge between Retail Bank senior leadership and the voice of the customer, working to translate complaints into meaningful insights by identifying customer pain points, drilling down on their root causes, and deciphering overarching trends and patterns. Through our Complaints Reduction Program, we partner with teams across the organization to continuously improve our processes and operations to better serve our customers.

In this role, you will use a diverse set of problem solving tools to generate insights from complex complaint data and transform those insights into actionable recommendations. As a senior analyst on this team, 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:

• Develop Program Strategy: Identify the highest leverage opportunities to reduce complaints, work with partner teams to define projects to bring into the Complaints Reduction Program and develop the methodology to measure impacts.

• Present to Senior Leadership: Develop strategic reports for crucial stakeholders, including both senior leadership and external regulators.

• Identify 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. 

• Analyze Complaint Drivers and Variance: Develop the team’s understanding of the drivers of complaint volatility (seasonality, portfolio composition, external factors, etc) to provide clarity into when variation is meaningful and when it is just noise. 

• Evaluate Complaint Impacts: Measure the impact of complaints on customer attrition and primary banking relationships, and how this impact changes based on complaint type and customer profile, 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, including Product, Technology, Operations, and upstream Business Analyst teams.

• Strategic Communication: Impeccable written and oral communication skills, coupled with the ability to craft content and delivery to a wide variety of audiences.

• Build well-managed systems: Develop clean, accurate, and reproducible reports for leaders, leveraging automation tools and Gen AI where possible.

Basic Qualifications:

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)

• At least 1 year of experience in analysis

Preferred Qualifications:

• Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering

• 1+ years of experience in Statistical model building

• 1+ years of experience in market research

• 1+ years of experience in SQL querying

• 2+ years of experience in business analysis

• 1+ years of experience in consulting

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $111,200 - $126,900 for Sr. Business Analyst

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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