AI-Driven Retail Bank Servicing Strategy Leader

Senior Business Manager, Future of Retail Bank Servicing Strategy As a Senior Business Manager on the Retail Bank Servicing Strategy team, you will be a leader in defining Capital One’s 2035 customer servicing vision and making that vision a reality. We are a highly visible team responsible for analyzing where Retail Bank has the greatest opportunities to improve servicing, partnering with product managers and engineers to identify AI and technology solutions to unlock that value, and ensuring investments are successfully executed to deliver measurable impact over the next 5-10 years. This is an exciting opportunity to sit at the intersection of cutting‑edge AI trends, customer experience, and business strategy. You will partner closely with executive leaders (VP+) across Operations, Product, Tech, and Data Science and shape how millions of customers interact with Capital One. Join our team and support our goals of enabling Retail Bank’s ambitious growth agenda while delivering best‑in‑class customer experiences. In this role, you will: Drive Strategic Investments: Leverage analytics to determine which servicing needs are best suited for immediate transformation. Assess the impact of AI and non‑AI investment opportunities to prioritize where we deploy our resources. Develop Success Measures: Establish and gain alignment on the key outcomes and success metrics we need to drive towards to execute an integrated strategy. Partner with Stakeholders: Become a subject‑matter expert and trusted thought partner across operations, product, tech, and data teams. Use your influence to support product roadmap development and tech and AI investments. Influence Senior Leaders: Arrive at recommendations and share your findings in weekly meetings with Senior Director and VP stakeholders. Elevate key findings to VP+ leaders, including the Retail Bank leadership team. Define our Customer’s Experience: Make tangible impacts on how our customers address their banking needs. In this high‑impact role, your recommendations will directly influence the daily financial lives of millions of customers. Join a highly‑motivated, high‑performing team that is in a unique position to drive measurable impact across Retail Bank. General Responsibilities: Strategic leadership: Develop business strategies that will enable growth, profitability, and competitive success for Capital One in the face of shifting consumer behavior and technological advancements. Strategic & analytic orientation: Bring structured thinking and apply frameworks to white space problems. Leverage a hypothesis‑based approach to solving problems. Strong business judgement: Apply innovative approaches to resolve complex, unstructured challenges. Connect the dots across workstreams in Retail Bank to inform recommendations. People leadership: Build and leverage the capabilities of a high‑performing team, as well as business partners across the enterprise. Play a key role in mentoring your team members with the goal of attracting and retaining top talent at Capital One. Executive communication skills: Leverage impeccable written and oral communication to drive teams to action. Translate complex quantitative insights into compelling narratives for executive stakeholders. Business ownership: Have a strong ownership mindset, including when overseeing multiple projects and programs concurrently. Clear results orientation: Display focus on achieving short and long‑term goals. You should be able to create, manage, and execute an agenda and workplan in a fast‑paced environment. Cross‑Functional Stakeholder Engagement: Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leaders. Have a successful track record of thriving in a fast‑paced, entrepreneurial and dynamic environment. Previous consulting experience is a plus. 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 quantitative field such as 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 Capital One will consider sponsoring a new qualified applicant for employment authorization for this position. The minimum and maximum full‑time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part‑time roles will be prorated based upon the agreed upon number of hours to be regularly worked. McLean, VA: $200,700 - $229,100 for Sr. Business Manager Richmond, VA: $182,500 - $208,300 for Sr. Business Manager Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(s) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well‑being. Learn more at the Capital 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 (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. 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 View phone number on click.appcast.io or via email at View email address on click.appcast.io. 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 View email address on click.appcast.io. 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). #J-18808-Ljbffr Capital One