Capital One
Richmond, VA

Principal Project Manager, Customer Experience Commercial Card at Capital One

| Richmond, VA
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West Creek 7 (12077), United States of America, Richmond, Virginia

Principal Project Manager, Customer Experience Commercial Card

Commercial Card is an exciting new business driving Capital One's strategy for Commercial Banking and serving as the vanguard for our National Payments franchise. The business is committed to delivering an innovative and industry-leading product and an outstanding customer experience across new markets throughout the US. The result of this is a unique atmosphere that fosters and rewards innovation, agility and creativity in a fast-paced, highly energized and collaborative 'startup' environment. The business culture encourages autonomy and ownership, but also collaborative problem-solving and brainstorming where valuable. A focus on teamwork and building long-term trusted partnerships, both within the team and beyond, are essential to success in this business. 

Associates who can thrive in a dynamic environment, think quickly on their feet and multitask, and are comfortable with both white space strategic thinking and insights driven through rigorous analytics will be best equipped to succeed in Commercial Card. Strong interpersonal skills, poise, a sense of humor, and a willingness to roll up one's sleeves and tackle diverse challenges as they come are invaluable in this business. 

As a Principal Project Manager on the Customer Experience team within Commercial Card, you will play a pivotal role in the retention and satisfaction of our existing clients by harnessing the drivers of loyalty and transforming our client experience into one that is remarkable and increases customer satisfaction, loyalty, and advocacy. You will be a key performer on a cross-functional team collaborating with stakeholders across sales, product management, servicing, client development, and experience insights; focused on identifying, innovating, building, and enhancing our client experience to be exciting, engaging, and effective. 

Given the focus on our client’s as the backbone of our business, we're looking for a passionate, customer-obsessed professional who embraces bold ideas, has expertise in insight gathering and synthesizing themes, trends, and can create and modify processes while collaborating with smart and passionate leaders to influence results that have a direct impact on the company’s bottom line. Our ideal candidate has an eye for innovation while always keeping the customer in the forefront! A great candidate will be highly flexible, able to adapt to change and willing to work in white space as a self-starter to deliver powerful solutions in an environment that has the urgency of a start-up with some of the complexity of a corporate bureaucracy. 

GENERAL RESPONSIBILITIES

Client Listening 

  • Creates awareness on how our clients are feelings and proactively identifies ways to meet their needs, before clients realize they have those needs

  • Leverages existing capabilities to have always on listening posts and spearheading the creation or acquisition of new capabilities where needed

  • Review, analyze, and synthesize client feedback in a way to draw trends, themes, to support prioritized decision-making across the business

  • Continuously find ways to gather feedback from clients via new and existing channels in the form of interviews, surveys, focus groups, and more

  • Obsess over how our clients feel and find ways to bring those insights to life with the Client Experience team and broader CX Forum

  • Have a pulse on our client measurement scorecard at all times, and understand how to translate and report on metrics associated with our customer experience.

Client Experience Implementation and Transformation

  • By leveraging appropriate feedback channels and scorecards, play a role in brainstorming, developing, and building unique solution offerings to address the needs of our clients

  • Build scalable technology-enabled processes from scratch and implement those solutions 

  • Own identifying strategic opportunities to improve, elevate and execute on the end-to-end experiences of our clients and new strategies for driving customer value

  • Convey innovative ideas that question the status quo and demonstrate significant ROI.

  • Be solution-oriented and able to take an ambiguous idea and formulate sound decision-making by developing business cases and providing rationale and support.

  • Manage multiple projects and prioritize appropriately amongst initiatives.

  • Foster collective ownership and problem-solving across the end-to-end ecosystem 

  • Drive results that are meaningfully transformational rather than just an output, and consider implications of efforts to partner processes, scalability/sustainability, and profitability

  • Regularly evaluate solution offerings to ensure they meet the needs of the end customer and have measurable outcomes aligned with the organization’s strategy and objectives

  • Lead project work and manage resources based on the needs of a project

  • Drive intent around communicating via client-facing mechanisms to drive better engagement amongst our clients

  • Leverage Project Management skills (e.g., work on several initiatives at once, maintain deadlines, raising risks, etc.)

  • Possess strong communication skills; ability to work cross-functionally and isn't hesitant to reach out to team members
     

Travel required < 25% of time; primary locations McLean & Richmond with some potential travel to client sites or industry conferences. 

Basic Qualifications

  • Bachelor's Degree or Military Experience

  • At least 1 year of experience working with a Client Insights or Client Experience team 

  • At least 4 years of experience in Strategy, Consulting, Business Analysis or Project Management 

 

 

Preferred Qualifications

  • At least 2 years of experience working with a Client Insights or Client Experience team 

  • At least 6 years of experience in Strategy, Consulting, Business Analysis or Project Management

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 City’s Fair Chance Act; Philadelphia’s 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 [email protected] 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 [email protected]

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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What are Capital One Perks + Benefits

Capital One Benefits Overview

At Capital One, we're committed to ensuring you and your family feel supported and cared for, and we know that your benefits play a large role in that support. Our goal is to provide a comprehensive and competitive set of benefits that offer the flexibility and choice to meet the diverse needs of all associates. We want each of you to Be Well physically, emotionally, and financially.

Culture
Volunteer in local community
Volunteer projects are encouraged and supported by Capital One through both traditional monetary contributions and flexibility to participate in associate-led initiatives.
Partners with Nonprofits
Capital One’s philanthropy program provides grants to organizations that support education, financial literacy and community development, including affordable housing and small business development.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Business Resource Groups (BRGs) play an important role in attracting world-class talent, developing tomorrow’s leaders, engaging and retaining our diverse workforce and enhancing our workplace.
Hiring Practices that Promote Diversity
Our professional recruiting teams focus on attracting underrepresented talent for our key business roles, including analyst, product, and tech roles across varied tactics and connection points.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Capital One offers two flexible spending accounts (FSAs) – a Health Care FSA and Dependent Care FSA – administered by Anthem.
Disability Insurance
Capital One automatically provides full-time associates with Short-Term Disability and Basic Long-Term Disability coverage at no cost. You have the option to purchase Supplemental Long-Term Disability
Dental Benefits
Capital One offers coverage through Delta Dental to help you maintain your smile through regular preventive care and treatment for any dental problems that may arise.
Vision Benefits
To help you keep life in focus, vision coverage through Anthem Blue View Vision provides benefits for eye exams and vision correction treatment.
Health Insurance Benefits
Our medical plans provide comprehensive and affordable coverage for a range of health care services and are designed with the ability to be flexible and choose which benefits work for your needs.
Life Insurance
We provide full-time and eligible part-time associates with Basic Life, and Accidental Death and Personal Loss (AD&PL) Insurance at no cost.
Wellness Programs
Onsite Gym
Mental Health Benefits
Capital One's Employee Assistance Program provides a robust set of services including telephonic, virtual and/or face-to-face counseling, legal and financial assistance, ID theft recovery, and more.
Retirement & Stock Options Benefits
401(K)
Through automatic payroll deductions, you may contribute up to 50% of your Annual Benefits Salary (base salary, shift differential, bonuses, commission, incentives and overtime) to your account.
401(K) Matching
Capital One will match 100% of the first 3% of Annual Benefits Salary that you contribute, plus 50% of the next 3% of Annual Benefits Salary that you contribute.
Employee Stock Purchase Plan
You can elect to contribute between 1% and 15% of your base salary** to the ASPP and receive a partial match on your contributions from Capital One. **Includes standard pay and any commissions
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
The Bright Horizons Care Advantage Program provides alternative child and adult care options during a lapse or breakdown in normal care arrangements.
Generous Parental Leave
Flexible parental leave options are available to full-time associates at the time of their child’s birth or arrival in their home.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
The Adoption Reimbursement program provides financial support to full-time associates who are building their families through adoption.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Capital One’s perks and benefits are progressive and industry leading. We have always believed in the importance of providing comprehensive and expansive benefits to complement and contribute to our associates’ total compensation package. For example, we were one of the first major companies to offer same-sex marriage benefits back in 1997 and we have since continued to build our benefits portfolio to include a host of other LGBTQ+ friendly offerings, from fertility coverage to reimbursements for associates who chose to build their families through adoption and surrogacy, to domestic partner benefits and health coverage for gender reassignment. In addition, Capital One’s campuses offer fitness facilities, cafés and, at certain locations, onsite health services for associates and their families. Our benefits package is unique as it provides flexibility for you to determine your path to health, wealth and life support.

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