1+ months

Product Manager, Consumer Intelligence

Capital One
Richmond, VA 23274
West Creek 4 (12074), United States of America, Richmond, Virginia


Product Manager, Consumer Intelligence


The Consumer Intelligence (CI) team within the Strategy Group at Capital One was created by CEO mandate to capture the voice of the customer to inform business decisions.


CI delivers on this mandate by supporting a Net Promoter System (NPS) that includes the capture, analysis, and deployment of customer feedback across all of Capital One. CI has built an enterprise voice of customer system that includes an arsenal of customer surveys and tools, digital platforms to visualize and action on customer feedback, and an insights team that enables associates to better understand customers and drive our mission.


With that in mind, we are looking for a passionate individual to join our team to help fuel our customer obsessed culture across Capital One. The associate must be highly fungible, capable of effectively managing a complex process, while helping drive CIs strategic vision for capturing and deploying the voice of the customer across both the business and frontlines.


**Role Summary:**


CIs Customer Experience Management Program is seeking a focused, proactive, organized, and creative professional who excels in a team environment, with excellent communication and collaboration skills which will be essential for partnering with key stakeholders at all levels across the company to manage, inform and influence outcomes.


This individual will have a proven track record of success in putting structure in place to manage a digital product in a dynamic, complex environment. Technical aptitude, attention to detail, passion for customer experience and the ability to adapt to an agile environment are essential to succeeding in this role. A background in software engineering or technical SAAS implementation and familiarity with customer experience measurement and operational frontlines is a plus.


**A successful candidate will be able to:**


Harness your focus, attention to detail and command of process to comprehensively manage an enterprise-wide, digital product that delivers both voice of the customer as well as tools to action on feedback to all Lines of Business.


Step confidently into a new environment ready to apply what you know and master new concepts quickly.


Question the way weve always done things and discover creative ways to leverage customer feedback, visualize customer experience data, and improve customer experience.


Work with internal constituents and vendor partners to translate stakeholder needs and align existing technology capabilities as new or enhanced product features and services are released.


Engage proactively and collaboratively with the team and stakeholders to define, analyze, and communicate a product roadmap aligned to business objectives that appropriately considers internal resource constraints.


Leverage a strong technical background to coordinate with enterprise technical platforms, establish and monitor real-time data transfer, and develop program protocols.


Ensure data access and sharing practices for the product align with enterprise standards, processes and policies.


Gather end-user feedback to validate product functionality and outcomes against stated metrics, prioritizing product improvements and enhancements as needed.


**Responsibilities:**


+ Serve as Product Manager for Voice of Customer feedback tools, driving new builds and enhancements to existing capabilities

+ Drive day-to-day prioritization of work operations, projects and scope; troubleshoot reported issues and escalate when appropriate

+ Leverage problem solving and influencing skills to ensure product results deliver on business intent

+ Provide strategic and tactical thought partnership to effectively drive product improvements and operational stability

+ Build relationships and collaborate cross-functionally with stakeholders and vendors

+ Manage end-to-end requirements, UAT, delivery, post-launch validation, communication, documentation and product access to mitigate risk and ensure compliance

+ Rethink current data visualization strategies based on ongoing end-user feedback

+ Analyze, identify and correct data issues with the product

+ Serve as the product subject matter expert when interacting with stakeholders across the business


**Required Qualifications:**


+ Bachelors Degree or military experience

+ At least 3 years of experience in product management, product design, agile delivery, business analysis, data science, or software engineering


**Preferred Qualifications:**


+ Bachelors Degree in Computer Science or Engineering

+ MBA or Masters degree

+ 2+ years of experience in an Agile Environment

+ Customer experience focus in prior roles


+ Lean Certification

+ Strong written and oral communication skills

+ Ability to identify and solve problems independently in a constantly changing environment

+ Familiarity with Jira or Medallia suite of products


**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 and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.


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


Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.


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).

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Posted: 2022-09-30 Expires: 2022-12-31

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Product Manager, Consumer Intelligence

Capital One
Richmond, VA 23274

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