Principal Associate, User Research & VoC

Capital One; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Principal Associate to lead their Customer Experience Measurement Program. This role is pivotal in shaping customer insights and driving strategic decisions across the organization. You will leverage your expertise in analytics and process management to enhance customer satisfaction and loyalty. Join a dynamic team dedicated to transforming banking experiences and making a meaningful impact on customers' lives. With a hybrid work environment and a focus on well-being, this opportunity offers a chance to thrive in a supportive and innovative setting.

Benefits

WFH allowance

Mental health coverage

Tuition subsidies

Flexible work environment

Qualifications

• 3-5 years experience in project management or analytics related to customer satisfaction.
• Proven analytics experience in business or marketing.
• Experience influencing decisions across teams.

Responsibilities

• Manage work streams independently for customer experience measurement.
• Analyze data and deliver concise reports to stakeholders.
• Collaborate with teams to identify improvement opportunities.

Skills

Process Management

Customer Research

Analytics

Insights Development

Change Leadership

Statistical Techniques

Communication Skills

Interpersonal Skills

Education

Bachelor's degree in Business

Bachelor's degree in Mathematics

Bachelor's degree in Marketing

Tools

Microsoft Excel

PowerPoint

G Suite

SQL

AWS

Tableau

Job description

Principal Associate, User Research & VoC

Join to apply for the Principal Associate, User Research & VoC role at Capital One

Principal Associate, User Research & VoC

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161 Bay Street (93021), Canada, Toronto, Ontario

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 measures customer experience and supports strategy and business decisions across the organization. Our Canadian business is undergoing a customer experience transformation, emphasizing insight, measurement solutions & customer feedback.

As the Canadian CEMP lead, you’ll partner with the Enterprise CEMP team, owning the Canadian program strategy, operations, and analysis of customer feedback. You’ll be our in-house expert on customer experience measurement, advancing our understanding of customer interactions with our brand, products & services.

You’ll join the Digital Product Marketing team within the broader Digital Platforms team, which includes Product Strategists, Product Owners, Analysts & Marketers. Our team develops digital platforms to accelerate innovation and empower customers to manage their finances effectively. You'll support the team’s objectives and help the organization make customer-backed decisions based on survey feedback.

About The Role

This role leverages your skills in 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

• Manage work streams independently, contributing to problem-solving and project execution of Capital One Canada's customer experience measurement program.
• Support CEMP’s operations to ensure data collection is effective; monitor ongoing efforts; address survey issues; identify efficiency improvements.
• Design and implement survey data quality control measures for reporting accuracy.
• Oversee and improve CEMP’s customer sampling and quota management.
• Apply statistical and analytic techniques to ensure data quality and result accuracy.
• Communicate insights clearly to influence customer experience strategies.

Advocating Insights to Implementation

• Collaborate with teams to identify improvement opportunities and provide actionable insights.
• Work with senior leaders and stakeholders to enhance CEMP’s strategic approach and deploy new capabilities.
• Analyze data, synthesize findings, and deliver concise reports to stakeholders.
• Support the design of data visualization tools for better insight communication.
• Leverage insights from various sources and collaborate with data scientists and product teams.
• Serve as an ambassador for customer experience data, guiding decision-making.

Basic Qualifications

• Bachelor's degree in Business, Mathematics, Marketing, or related field, or equivalent experience.
• 3-5 years in process/operations/project management or analytics related to customer satisfaction and loyalty.
• Experience influencing decisions across teams.
• Proven analytics experience in business or marketing.
• Strong communication skills.
• Proficiency in Microsoft Excel, PowerPoint, or G Suite.
• Familiarity with data architecture (e.g., Teradata, AWS).
• Excellent interpersonal skills and problem-solving ability in a dynamic environment.

Preferred Qualifications

• Experience working with insights teams (Design, Market Research, Data Analytics).
• Experience embedding in product teams to improve customer experience.
• Strong stakeholder relationship skills.
• Certifications in CEM or NPS preferred.
• Experience managing VoC programs with vendors like Medallia.
• Data visualization and survey analysis skills.
• Proficiency in SQL, AWS, or text analytics software.
• Experience with Tableau, big data tools, and cloud environments.

Working at Capital One

Enjoy a hybrid work environment, with 3 days in the office. Benefit from our head office near Union Station and a WFH allowance. We support your physical, financial, and emotional well-being, including mental health coverage and tuition subsidies.

Capital One Canada is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants and accommodate needs accordingly. For accommodations, contact Recruiting at 1-800-304-9102 or [e-mail].

For technical support or questions about the recruiting process, email [e-mail].

Note: Positions posted in Canada are for Capital One Canada, and similar distinctions apply for other regions.