Work From Home Principal Associate - Process Manager, Business Intelligence Team (Bit)

We are seeking a highly motivated individual to join the Business Intelligence Team (BIT) as a Principal Process Manager, who will be responsible for measuring and contextualizing business performance in partnership with our stakeholders. In this role, you will be accountable for managing stakeholder relationships with various CCPS (Customer Channels Performance Solutions) leaders. You will be developing and implementing data mapping strategies that will enable the team to understand business performance. This will require you to create a systematic approach to match and align data fields from various sources to create a unified dataset. This includes understanding and interpreting the data structure of each source and target system. Key areas of focus include supporting Bank Voice QA, Future of Learning, Knowledge Transformation, and Future of Quality initiatives.

Keys to Success:

• Proven experience in stakeholder management, data mapping, and analytics

• Strong collaboration skills with the ability to work across multiple departments

• Partnering within the business to provide consultancy and translate the business needs to design and develop tools, techniques, metrics, and dashboards for insights and data visualization

• Drive analysis that provides meaningful insights on business strategies

• Ability to leverage Python and write SQL data scripts

• Experience in managing multiple requests and prioritizing based on highest return on investment of resources

• Exceptional storytelling skills, adept at unraveling intricate technical concepts and presenting them through easily understandable stories

Responsibilities:

• Develop and lead a high-performing data mapping vertical within BIT, utilizing emerging technologies to create data points for actionable insights

• Collaborate with multiple departments and lines of business (CCPS, Card Risk, Well-Managed, etc.) to ensure effective communication and coordination

• Manage data requests within CCPS, prioritize tasks, and ensure timely execution of high-value work

• Work closely with leaders, analysts, and business teams to ensure that the data mapping aligns with organizational data standards and meets the requirements of various stakeholders

• Develop datasets that will help leaders contextualize agent and business performance and highlight business opportunities

• Build and execute tools to monitor and report on data quality

• Track and quantify investments, providing leaders with insights on resource allocation to enhance overall organizational performance

• Analyze and identify areas for improving customer experience, efficiency enhancements, and support leaders in making strategic decisions based on data

• Accountable for stakeholder management with various CCPS leaders which includes supporting Bank Voice QA, Future of Learning, and Future of Quality initiatives

• Lead/participant in audit support and audit remediation requests

• Engage with Channels’ DA team to drive visibility around data gaps and needs across the organization

• Modify data scripts necessitated by changes in upstream/downstream environments

• Assist with data ecosystem and infrastructure enhancements

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service

package from the associate. Requirements are subject to change, as new systems and

technology is delivered. Capital One reserves the right to modify internet service

requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

This role is 100% Work From Home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work From Home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Basic Qualifications:

• High School Degree or equivalent work experience

• At least 2 years of experience coding in SQL programming and visualization

• At least 1 year of experience working within process management and improvement methodologies such as Agile, Lean, Six Sigma, etc.

• At least 1 year of experience utilizing a Business Intelligence visualization tool such as Tableau, etc.

• At least 2 years of experience in querying and analyzing

• At least 2 years of experience working with data languages and platforms such as Python, R, Spark, SQL, etc.

Preferred Qualifications:

• Bachelor’s Degree in Science, Technology, Engineering, Mathematics or similar

• At least 3 years of experience coding in SQL programming and visualization

• At least 3 years of experience coding in Python

• At least 2 years of experience delivering Data Governance and Data Quality Management concepts and practices