Senior Associate, Business Analysis

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 all in one, 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.

As a Senior Associate at Capital One, you will apply your analytical skills to major company challenges. You'll team with world-class professionals to develop and test strategies that ultimately impact how the company manages customer friction and resolution. 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.

Team Description

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.

Role Description

General responsibilities include but are not limited to:

• Bridge Business and Data: Partner with cross-functional teams (Tech, Lines of Business, Product) to translate complex data requirements into actionable product features for the Customer Navigator platform.

• Analytical Problem Solving: Support the business strategy by analyzing data to identify opportunities to leverage AI/GenAI for predicting, understanding, and resolving complaints before they escalate.

• Stakeholder Collaboration: Act as a liaison between business users and the product team; gather feedback, understand processes, uncover opportunities to improve decision-making, and drive continuous improvement in workflows.

• Data Translation: Interpret and translate complex analytical outputs into clear, actionable insights and recommendations that inform complaint resolution strategies.

• Communication: Communicate technical concepts and research results effectively to diverse audiences, including senior leadership and non-specialist colleagues, through structured presentations and storytelling.

• Execution Focus: Display an intense focus on achieving both short- and long-term goals, helping drive business intent and product adoption in an uncertain and fluid environment.

The ideal candidate is:

• Inquisitive: You thrive on solving big, undefined problems. You love asking questions and pushing hard to find answers. You’re not afraid to share a new idea.

• Technical: You’re comfortable navigating complex analytical solutions and have hands-on experience conducting business analyses using modern data tools.

• Innovative: You continually are on the lookout for novel approaches, solutions, and emerging technologies (like GenAI) to solve business problems and improve the customer experience.

Basic Qualifications:

• Bachelor's Degree in a quantitative field (Statistics, Math, Engineering, Economics, Econometrics, Finance or Operations Research).

• At least 2 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, customer experience or complaint resolution.

• Strong analytical skills with high attention to detail and accuracy, and proficiency in key econometric and statistical techniques (such as hypothesis testing, regression modeling, etc.).

• Experience translating ambiguous business problems into clear analytical questions and tangible product features.

• Excellent written and verbal communication skills.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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

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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).