1+ months

Senior Business Analyst - Retail Bank Contact Center

Capital One
Glen Allen, VA 23060
Knolls 4 (12021), United States of America, Glen Allen, Virginia


Senior Business Analyst - Retail Bank Contact Center


**Summary:**


At the Retail Bank Contact Center, we are focused on helping our customers stress less by building a resilient contact center, devising just-right customer experiences, and adapting to the expanded needs of our customers fueled by the banks broader growth agenda. The Strategy & Analytics (S&A) team is at the heart of designing and executing strategies to bring the organizations vision and priorities to life. The team drives opportunities to enhance customer experience while also improving business efficiency and delivering on our financial commitments.


The S&A team is looking for a Sr. Business Analyst to join the team. As a Sr. Business Analyst on this team you will help streamline the contact center through a wide range of initiatives related to redesigning our customer segmentation, driving call reduction, refining the footprint strategy, and simplification of our servicing platforms. In this position, you will work in a fast-paced and entrepreneurial environment where you will be handling multiple concurrent projects while working independently and within teams. You will be part of a highly collaborative environment that values your insight, encourages you to take on new responsibilities, promotes continuous learning, and rewards innovation. An ideal candidate will possess strong problem solving and conceptual thinking abilities in addition to communication, interpersonal, and leadership skills.


**General Responsibilities:**


+ Analysis: Identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations

+ Product: Perform modeling/analytics to assist new product and pricing strategies for various lending products

+ Marketing: Support direct-to-consumer marketing efforts for select products, and strategic intent for products distributed through the retail channel. Help build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on new go to market strategies

+ Credit Risk: Support step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis

+ Execution: Involve problem frame-works, develop hypotheses, test and analysis, solution development, scope operational feasibility, lead implementation efforts and develop a monitoring plan

+ Partnership: Work closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability

+ Strategic & analytic orientation: A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation, given that a large part of the business is based on rigorous analytic marketing & credit risk management

+ 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

+ 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. Previous consulting experience is a plus


**Basic Qualifications:**


+ Bachelors Degree

+ At least 1 year of experience in analysis


**Preferred Qualifications:**


+ Masters 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.

Categories

Posted: 2021-03-05 Expires: 2021-05-05

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Senior Business Analyst - Retail Bank Contact Center

Capital One
Glen Allen, VA 23060

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