Apply statistical techniques to account and survey data
This role serves as the primary ambassador for Voice of the Customer data, consulting with cross-functional teams to infuse CX analytics into strategic decision-making
Job Summary
This role serves as the primary ambassador for Voice of the Customer data, consulting with cross-functional teams to infuse CX analytics into strategic decision-making.
The successful candidate will define the Canada CX measurement program strategy, ensuring data quality and reliability while tracking the return on investment of CX-driven changes.
Capital One offers a hybrid work environment with three days in the office, along with comprehensive benefits including up to $3000 in mental health coverage and tuition subsidies.
Matching Summary
This role serves as the primary ambassador for Voice of the Customer data, consulting with cross-functional teams to infuse CX analytics into strategic decision-making.
Salary
Base: $108,900-$124,300 annually; Bonus/Equity: Eligible for performance-based incentive compensation; Benefits: Full coverage for dependents, mental health support, and tuition subsidies
Skills & Requirements
Must-have
3-5 years leading CX measurement programs
Deep understanding of survey methodology NPS CSAT
Apply statistical techniques to account and survey data
Translate complex data into compelling narratives
Manage complex workstreams independently in agile environment
Nice-to-have
Experience influencing decision making across business units
Familiarity with text analytics software packages
Experience designing data visualization tools and reports
Background in financial services or high-frequency transaction industries
Completed training in Customer Experience Management or NPS
Key Requirements
Bachelor's degree in Business Administration, Marketing, or related field
Certification in Customer Experience Management or Net Promoter Score preferred
Proven experience using analytics in a business or marketing setting