Principal Process Manager - Customer Experience Team

Company Name:
Capital One
Title: Principal Process Manager - Customer Experience Team
Location: United States-Minnesota-St Cloud-St. Cloud -Thomas Edison North (74050)
Other Locations: United States-Delaware-Wilmington-Benjamin Franklin - Wilmington (18052)
Job Number: 758394
The Company At Capital One, we march to a different beat! While we may be a top-10 bank by deposits, we operate and innovate with the vigor of a start-up. With thousands of employees, we never lose anyone in the shuffle, but celebrate individuals with respect and exceptional benefits. And we don''t just fill positions, but recruit the best and the brightest people that know how to set industry trends and wow consumers. Capital One has celebrated milestones, including: - Top-10 bank by deposits - 148 on the Fortune 500 - 1,000 bank branches - 2,200 ATM locations - More than 31,500 associates globally - 50 million Customer accounts We''re excited to be growing and hiring across the country to build the next generation on sound practices and values so that our philosophy can transcend into our products and services. We hope you join our tremendous team that has helped change our industry for the better. If you''d like to reach more than 50 million Customers with your ideas, then Capital One just might be the right move. We''re the world''s first bank where it''s OK to color outside the lines. We disrupted what''s "normal" 25 years ago and we haven''t looked back since. The Role The Customer Experience Team Principle Project Manager will lead innovative business project management for the Capital One 360 Sales Team. You''ll partner with world-class professionals to develop and implement projects/processes that ultimately impact the bottom line for our business and improve our Customer Experience. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning and rewards innovation. Specific responsibilities include, but are not limited to: - Customer Experience Champion : Represent Customer experience initiatives to internal and external Customers/Stakeholders during enterprise business updates - Analysis : Identify market trends and business opportunities for improvement to the Customer experience and solve for them using analysis to make strategic and tactical recommendations - Partnership : Work closely with colleagues across Capital One to influence improvement in the overall Customer Experience - Change Management : Leverage relevant market data to identify improvement opportunities and ensure that Associates and Customers are adequately prepared for the change - Project Management : Ensure ideas that improve the Customer & Associate experience through to implementation and ensure that the Customers & Associates are prepared for the change. - Process Management : Develop and drive well managed business processes that support our diverse and agile business priorities - Brand Management : Champion internal and external efforts that work to build and strengthen the Customer experience as well as the Capital One 360 Brand The desired experience and skill set for the ideal candidate include: - Customer Focus : A proven portfolio of work that delivers Customer focused measurable results - Forward Thinking : A passionate and proactive visionary in driving improvements to the Customer experience, and envisions the direction of the business 3-5 years out, ensuring proposed avenues maximize revenue growth capabilities while preserving the integrity of the Customer experience and the company - Strategic & Innovative Orientation : A proven track record of decision making and problem solving based on innovative strategies. Conceptual thinking skills must be complemented by a strong quantitative orientation. - 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 Communication Skills : Impeccable written and oral communication credentials, coupled with strategic influencing skills and the ability to drive agreement through intellect, interpersonal and negotiation skills - Effective Presenter : An exceptional communicator who accurately delivers critical business updates to individuals at various levels of the organization. - 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 and management of multiple projects simultaneously. Qualifications: Basic Qualifications - Bachelor's degree or military experience - 3 or more years of project management experience - 3 or more years of experience in a role focused on improving the Customer experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position. No agencies please.
Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, protected veteran status, or disability status. Job: Marketing and Communications

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