Senior Associate, Business Analysis

Voyager (94001), India, Bangalore, Karnātaka Senior Associate, Business Analysis At Capital One, data is at the center of everything we do. As a startup, we disrupted the credit card industry by individually personalizing every credit card offer using statistical modeling and relational databases—cutting-edge technology in 1988! Fast-forward to today, and our passion for data has skyrocketed us to a Fortune 200 company and a leader in the world of data-driven decision-making. Today, we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one, impacting over 65 million customer accounts. Still founder-led by Chairman and CEO Richard Fairbank, we dare to dream, disrupt, and deliver a better way for our customers, the financial industry, and each other. As a Senior Associate at Capital One, you will apply your analytical skills to major company challenges. You'll team with world-class professionals to develop and test strategies that ultimately impact how the company manages customer friction and resolution. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation. Team Description Welcome to Customer Navigator. We are the central nervous system for enterprise-wide customer resolution, serving as the one-stop engine to resolve complaints across all Capital One Lines of Business (LOBs). We are not just improving processes; we are completely re-engineering how we understand and resolve customer friction. Our platform aggregates massive amounts of fragmented enterprise data, mapping it into a seamless, chronological "journey format" for our agents. By layering advanced Artificial Intelligence and Machine Learning over this data within an easily understandable User Interface (UI), we empower our teams to resolve complex customer issues with unprecedented speed, empathy, and accuracy. Role Description General responsibilities include but are not limited to: Bridge Business and Data: Partner with cross-functional teams (Tech, Lines of Business, Product) to translate complex data requirements into actionable product features for the Customer Navigator platform. Analytical Problem Solving: Support the business strategy by analyzing data to identify opportunities to leverage AI/GenAI for predicting, understanding, and resolving complaints before they escalate. Stakeholder Collaboration: Act as a liaison between business users and the product team; gather feedback, understand processes, uncover opportunities to improve decision-making, and drive continuous improvement in workflows. Data Translation: Interpret and translate complex analytical outputs into clear, actionable insights and recommendations that inform complaint resolution strategies.