Consumer Intelligence Manager

Manager, Project Manager, Consumer Intelligence

Description:

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

CI delivers on this mandate by supporting a comprehensive customer and associate feedback listening program that includes the capture, analysis, and deployment of feedback across all of Capital One. CI has built an enterprise voice of customer system that includes an arsenal of surveys and tools, digital platforms to visualize and action on feedback, and an insights team that enables associates to better drive our mission.

Role Summary:

CI’s Customer Experience Management Program (CEMP) is seeking a highly motivated strategic thinker with the ability to quickly put structure in place to manage project delivery and well-managed operations in an evolving environment. Strong leadership and communication skills, attention to detail, and the ability to adapt to a dynamic, agile environment are essential to succeeding in this role.

What you’ll do:

Research management: Lead CEMP’s research operations in developing and delivering new research and surveys to capture customer feedback at important moments in the customer journey.

Project delivery and execution: Lead and manage multiple complex projects to support team strategic initiatives; develop and maintain business requirements and delivery execution plans; track progress against timelines and risks to…