Sr. Associate

802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

Sr. Associate, Project Manager | Customer Connect Team (Cafés and Branches)

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

As a Senior Project Manager at Capital One, you can achieve results you never thought possible by leading critical and strategic business projects. In this exciting role, you will work closely with key stakeholders to deliver results that will have a direct impact on the bottom line of the company. You will work with smart, talented people who will challenge you to excel. You will be rewarded for your passion and your achievements.

Position Summary

As a Senior Associate level Project Manager on the Customer Experience team within Market Experience, you will work closely with intent owners, team members, and other stakeholders to capture, analyze, and act on customer feedback to improve experiences for Cafés and Branches. 

• Own the well managed delivery of projects and partner on intent for Café and Branch Voice of the Customer (VOC) program 

• Engage across Customer Connect Team to ensure systematic execution of ongoing listening initiatives

• Own team roadmap and routine for identifying trends and tracking improvements 

• Engage across Enterprise Customer Experience Management Platform (CEMP), Customer Insights, Design, Risk/Legal, and Compliance to ensure that we are meeting regulatory requirements and enterprise standards 

General Responsibilities:

• Work on medium to large-scale complex, cross-departmental projects that have a direct impact on the company

• Drive cross-functional projects based on defined priorities; ensure scope of deliverables, timelines and budget are met; identify risks and issues and mitigate and / or escalate as needed; manage complex up and downstream project impacts

• Plan, design, manage and execute project plans to ensure delivery; includes management through feasibility, design, planning and implementation

• Leverage problem solving skills to ensure project plans deliver on intent and maintain key project documentation

• Conduct regular meetings with the project team

• Document progress and report to stakeholders on project status

• Partner with project customers to provide strategic and tactical thought partnership to effectively drive project delivery

• Forge relationships with key stakeholders to ensure delivery of commitments

• Identify ways to improve and streamline business process

Our ideal candidate will:

• Exhibit a proven track record of project management, bringing the ability to quickly put structure in place to manage the work

• Demonstrate outstanding communication and partnership skills which are essential for interacting and communicating with key stakeholders across all levels to manage, inform, and influence outcomes

• Demonstrate organizational agility to adapt to changing demands

• Display strong consulting and collaboration skills as well as problem solving and influencing skills

• Have experience achieving results with complex projects in survey design and customer listening concepts

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 3 years of Project Management experience

Preferred Qualifications:

• Bachelor’s Degree or Military Experience

• 5+ years of Project Management experience

• 2+ years of Process Management experience

• PMP, Lean, Agile or Six Sigma certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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).