Capital One Customer Insights and Analytics Leader in North York, Ontario

North York (93006), Canada, North York,Toronto, Ontario,

Customer Insights and Analytics Leader

Capital One is on a journey to be #1 in Net Promoter Score and be a leader in the fintech industry. We provide world class products, experiences, and service to millions of Canadians each and every day!

This is a key leadership role combining expertise in customer experience management, customer analytics and customer journey measurement. This role will report directly to the Vice-President of Servicing Operations.

A strong advocate for the customer agenda, this leader will champion the effective use of actionable Voice of the Customer insights and analytics to design and execute Capital One Canada’s customer experience management strategy. Providing strategic leadership and operational insight, he or she will apply exceptional influencing skills to inspire and sustain strong leadership commitment and prioritization towards achieving organizational alignment to deliver differentiated and compelling value to our customers. Passionate about empowering other leaders and associates with a deeper understanding of our customers, he/she will provide much-needed context through journey mapping, journey analytics and management to drive the kind of transformational change that allow Capital One customers to be brand advocates while delivering positive business outcomes for our company.

Responsibilities:

  • Develop and craft Capital One Canada’s customer experience strategy

  • Own Canada’s overall customer experience management infrastructure and roadmap to #1 NPS

  • Provide provocative thought leadership, guidance and measurement of our overall customer experiences across channels

  • Champion the creation and development of our customer and journey analytics and insights capabilities

  • Act as a trusted business partner and innovation expert to lead large and complex project engagements with internal executive and senior multi-disciplinary teams

  • Direct, inspire and lead the cross-functional teams through design thinking processes providing strategy, insights and process design, to facilitate effective, creative problem solving team direction and decisions

  • Design and facilitate workshops for teams, applying best practices to help the team identify opportunities to optimize customer experiences

  • Lead the evolution and development of techniques, processes and consumer insight frameworks as best practice tools and processes to apply to customer experience design challenges

The ideal candidate will have:

  • Demonstrated success in generating and championing the use of actionable insights and analytics to design and execute enterprise-wide transformational initiatives that effectively improved customer experiences (as measured through NPS, Customer Effort or similar metrics) and helped achieve desired business outcomes.

  • Expert in the principles of customer analytics, survey design, customer experience strategy & management

  • Proven experience developing customer experience journey maps and service blueprints

  • Experience in managing and monitoring improvement initiatives from concept to execution in a large complex organization

  • Proven experience developing and translating consumer analytics into changes to customer experiences that resulted in measurable increase to Net Promoter Score and Customer Satisfaction

  • Experience being a thought leader clarifying and delivering key messages to inspire and align an organization around opportunities

Basic Qualifications:

  • At least 8 years of leadership experience in consulting, customer experience, or marketing environment as a change agent in a highly silo’ed and matrix organization

  • Bachelor’s degree

  • At least 5 years of experience in marketing, customer experience, brand research, or analytics specialty experience.

Preferred Qualifications:

  • Master’s degree

  • Strategy development and /or management consulting with a top tier consulting firm

  • Certified Customer Experience Management Professional/ Business Process Management, Lean Certification, Project Management Certification, or Six Sigma Certification

  • Previous financial services experience

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.