Senior Business Analyst, Customer Intelligence

West Creek 4 (12074), United States of America, Richmond, Virginia

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.

Senior Business Analyst, Customer Intelligence

Consumer Intelligence's Design and Operations team is searching for an enthusiastic, proactive individual to join our team. The role focuses on leveraging your talent for analytics and insights development, data stewardship, and customer research to create and deliver a world class voice of the customer measurement program. You'll work across all lines of business and develop expertise in both VoC and customer data, ensuring both its integrity and usage. CI is also pushing the boundaries on how we collect and analyze data and you'll be there to perform the analysis that guides the program forward.

Specific Responsibilities include:

Lead CEMP Data and Analysis design, ensuring the integrity of CI's results and analytical approach

  • Own development, maintenance, and continuous improvement of CI's real-time weighting schema which ensures data accuracy by correcting for responder and sampling biases
  • Research new analytical tools and big data environments (e.g., text analytics, AWS) and determine how to best leverage them to improve our approach in CI
  • Develop and deploy guidelines to educate CI business partners on data access and analytical best practices (e.g., application of weights, NPS MOE calculations, significance testing)
  • Serve as an ambassador for customer experience data and analysis across lines of business, consulting on customer experience data needs


Provide analytical support for CI's survey design and operations functions
  • Build and monitor survey sampling strategies and quota management
  • Lead research on and testing of various survey techniques (e.g., response and drop rate analysis, correlation analysis on survey questions)
  • Perform analysis on research approaches and outcomes (e.g., survey channel optimization)
  • Partner with CI's Tech team to build and define process monitors to ensure weights, sampling, and quota outcomes align with intent
  • Drive ad hoc analysis as needed to support the survey strategy and NPS system


A successful candidate will:
  • Bring a "forward lean" to the role, constantly seeking continuous improvement across all responsibilities
  • Have the analytical "chops" to maintain and build upon an established weighting schema and ensure the health and accuracy of results
  • Collaborate with business analysts, research managers, and Tech to align data collection to business needs
  • Communicate insights in an easily digestible and compelling manner to influence the customer experience agenda
  • Independently manage work streams while pushing forward and contributing to broad group problem-solving
  • Identify opportunities to improve CI's strategic approach to voice of the customer data capture and work with CI's lead researcher and Tech team to deploy new capabilities
  • Proficiency with Teradata SQL
  • Proficiency with statistical modeling software such as SAS, JMP or Treenet
  • Familiarity with big data tools and cloud environments (e.g., Python, AWS)
  • Ability to identify and solve problems independently in a constantly changing environment
  • Strong written and verbal skills
  • Fantastic interpersonal skills and the ability to work well in cross-functional teams


Basic Qualifications:
  • Bachelor's degree in analytical discipline (e.g., Math, Engineering, Statistics, Economics)
  • At least two years of experience in Business Analysis or Consulting


Preferred Qualifications:
  • Experience with survey design and analysis of customer survey data
  • Experience with design thinking
  • Proficiency with big data tools and cloud environments (e.g., AWS)
  • Familiarity with text analytics
  • Familiarity with NPS and an NPS system


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