Senior Business Manager, Future of Retail Bank Servicing Strategy

About the Role

As a leader on the Retail Bank Servicing Strategy team, you will define Capital One’s 2035 customer servicing vision and drive its execution. This highly visible team identifies opportunities to improve servicing, partners with product managers and engineers to develop AI and technology solutions, and ensures investments deliver measurable impact over the next 5–10 years. The role sits at the intersection of cutting-edge AI, customer experience, and business strategy, offering the chance to shape how millions of customers interact with Capital One. You will collaborate closely with executive leaders (VP+) across Operations, Product, Tech, and Data Science to enable Retail Bank’s growth while delivering best-in-class customer experiences.

Responsibilities

• Drive Strategic Investments: Use analytics to identify servicing needs primed for transformation. Assess AI and non-AI investment opportunities to prioritize resource allocation.
• Develop Success Measures: Establish and align on key outcomes and success metrics to execute an integrated strategy.
• Partner with Stakeholders: Become a subject-matter expert and trusted thought partner across operations, product, tech, and data teams. Influence product roadmaps and AI/tech investments.
• Influence Senior Leaders: Present recommendations and findings in weekly meetings with Senior Director and VP stakeholders. Elevate insights to VP+ leaders, including the Retail Bank leadership team.
• Define Customer Experience: Make tangible impacts on how customers address their banking needs, directly influencing the daily financial lives of millions.
• Strategic Leadership: Develop business strategies to drive growth, profitability, and competitive success amid shifting consumer behavior and technological advancements.
• Strategic & Analytic Orientation: Apply structured thinking and frameworks to solve unstructured problems using a hypothesis-based approach.
• Business Judgement: Resolve complex challenges with innovative solutions, connecting insights across Retail Bank workstreams to inform recommendations.
• People Leadership: Build and leverage high-performing teams and enterprise partners. Mentor team members to attract and retain top talent.
• Executive Communication: Translate complex quantitative insights into compelling narratives to drive action among executive stakeholders.
• Business Ownership: Demonstrate a strong ownership mindset while managing multiple projects and programs concurrently.
• Results Orientation: Focus on achieving short- and long-term goals, creating and executing agendas in a fast-paced environment.
• Cross-Functional Stakeholder Engagement: Build relationships across Capital One and become a trusted thought partner for executive leaders.

Qualifications

Basic Qualifications

• Bachelor’s Degree
• At least 3 years of experience performing quantitative analysis
• At least 3 years of experience performing qualitative analysis
• At least 1 year of experience performing people management
• At least 1 year of experience performing project management

Preferred Qualifications

• Master’s Degree in Business or a quantitative field (e.g., Finance, Economics, Physical Sciences, Math, Statistics, Engineering)
• 5+ years of experience in quantitative analysis
• 5+ years of experience in qualitative analysis
• 2+ years of experience in people management
• 2+ years of experience in product development
• 2+ years of experience in financial modeling
• 2+ years of experience in economic forecasting
• 2+ years of experience in project management
• Previous consulting experience
• Successful track record in fast-paced, entrepreneurial, and dynamic environments

Pay

The annual full-time salary ranges for this role are as follows (part-time salaries will be prorated):

• McLean, VA: $200,700 – $229,100
• Richmond, VA: $182,500 – $208,300

Candidates hired for other locations will be subject to the pay range associated with their location. This role is also eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives (LTI).

Benefits

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