Principal Associate, User Research & VoC

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Principal Associate, User Research & VoC
About Capital One Canada.
For over 20 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!
About the Team
We are looking for the Canadian lead of our Customer Experience Measurement Program (CEMP) at Capital One. This program is the consistent measurement source of customer experience and supports strategy and business decisions across the organization. Our Canadian business is on an exciting customer experience transformation, driving a strong appetite for insight, measurement solutions & customer feedback to live at the heart of that journey.
With that in mind, we are looking for a passionate individual to join the Canada Customer Engagement business to help fuel our customer obsessed culture across Capital One Canada. As the Canadian CEMP lead, you'll partner with the Enterprise CEMP team, owning the Canadian program strategy, operations as well as the analysis of customer feedback we collect. You'll be our in-house expert on ongoing customer experience measurement and we'll lean on you to take our understanding of customers' experience with our brand, products & services to the next level.
You'll join the Digital Product Marketing team, a part of a much larger Digital Platforms team which includes a cross-functional group of Product Strategists, Product Owners, Process Managers, Analysts & Marketers. Our team is dedicated to developing digital platforms which accelerate innovation & offer experiences that empower our customers to live healthy financial lives. You'll support both the team's objectives and broader organizations' mission to make grounded, customer-backed decisions with accurate, reliable and actionable survey feedback.
About the Role
The role focuses on leveraging your talent for process management, customer research, analytics, insights development, and change leadership to create and manage a world class voice of the customer measurement program.
Key Components of the Role:
Running the VoC Engine:

• Independently manage work streams while pushing forward and contributing to group problem-solving Working closely with internal teams, you will be responsible for the successful project management and execution of Capital One Canada's customer experience measurement program
• Support CEMP's operations team to ensure data collection is well-managed; actively monitoring the progress of ongoing data collection efforts; identifying and addressing survey-related issues; and escalating as needed. Identify opportunities to continously improve efficiency.
• Design and implement survey data quality control measures to ensure reporting accuracy and data reliability
• Oversee, manage, and drive improvements for CEMP's voice of the customer sampling and quota management
• Apply statistical & analytic techniques to customer survey and account data to ensure the health and accuracy of CEMP results
• Communicate analytical insights and results in an easily digestible and compelling manner to influence the customer experience agenda

Advocating insights to implementation

• Work closely with cross-functional teams to identify areas of improvements for prospect and customer experience. Continously provide actionable insights to stakeholders to fuel insights-grounded strategies decisions.

• Work with senior leaders, CEMP stakeholders and insights teams within the Canadian business to identify opportunities to improve CEMP's strategic approach to voice of the customer (VoC) data capture and work with Enterprise CEMP team to deploy new capabilities
• Analyze data, synthesize findings & deliver regular reporting of clear, concise and actionable insights to key stakeholders across the business; support stakeholders in leveraging data in meaningful ways
• Support efforts to design and develop data visualization tools to ensure insights are easily understood, compelling and used to drive customer experience improvements across the organization
• Leverage insights from different sources. Collaborate with data scientists, product owners, researchers, and tech to align data collection to business needs
• Serve as an ambassador for customer experience data and analysis across the Canada business, consulting on customer experience data needs and infusing customer analytics into decision-making

Basic Qualifications:

• Bachelor's degree in Business Administration, Mathematics, Marketing or related field or any equivalent combination of relevant background and experience.
• 3-5 years of experience in process/operations/project management or analyst role related to customer satisfaction and loyalty measurement programs
• Experience influencing decision making across business units or functional teams
• Proven experience using analytics in a business or marketing setting
• Strong written and verbal communication skills
• Proficiency in Microsoft Excel and Microsoft PowerPoint and/or G Suite
• Familiarity with data architecture (e.g. Teradata, AWS) and how this impacts the execution of customer experience measurement programs
• Fantastic interpersonal skills and the ability to work well in cross functional teams
• Ability to identify and solve problems independently in a constantly changing environment

Preferred Qualifications:

• Experience closely working with cross-functional insights teams, including Design Research, Market Research, Data Analytics, etc. Experience leveraging insights from different sources to make compelling recommendations.
• Experience being embedded in a product team making changes improving customer experience.
• Solid experience creating and maintaining strong stakeholder relationships.
• Completed training or certification in Customer Experience Management (CEM) or Net Promoter Score (NPS);
• Experience managing Customer Experience/Voice of Customer feedback programs in partnership with software, servicing vendors (Medallia specifically is preferred).
• Experience designing and developing data visualization tools/reports
• Experience with survey design and analysis of customer survey data
• Proficiency in Teradata/AWS, SQL
• Familiarity with a text analytics software package
• Familiarity with visual analytics software, such as Tableau
• Familiarity with big data tools and cloud environments (e.g., Python, AWS)

Working at Capital One
Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
Live well-physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year-and much more-you'll discover that Capital One is committed to helping you live your best life.
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.
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)
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
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.
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).