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Associate, Process Management - Research & Operations

Job ID R118665 Updated date 07/29/2021 Location Toronto, Ontario
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Associate, Process Management - Research & Operations

About Capital One Canada

We’ve been helping millions of Canadians for over 20 years by providing them with access to credit.  We work hard to put customers first by providing innovative, smart solutions that make banking effortless.  

About the role

Associates in Process Management roles are deployed across all areas of the business. They are responsible for creating and enhancing processes that aim to deliver excellence to their customers in every interaction. They obsess about understanding how things work – that means mapping out business processes, understanding and mitigating business risks and ensuring we have the right controls and solutions in place – and then making them better.  They work in agile, cross-functional teams so you’ll also have the opportunity to learn from other job families too.

We are looking for an Associate, Process Management - Research & Operations on our Brand & Experience Design team We have built in-house quantitative and qualitative research capabilities so that we can help our business partners make grounded, customer-backed decisions.  In this role, you will oversee these research capabilities and ensure that we have the right processes and tools in place to execute quality research at scale in an efficient and well-managed way.  You will support our growing team of researchers and help organize and amplify our research.  This is an incredibly important role - you will be the connector to our customers and make the research we do possible!  

As our Brand & Experience Design team grows and evolves, your role will evolve with it as new opportunities emerge.  We’re committed to helping you learn and grow alongside us.

We are looking for someone who is super organized, a self-starter, a great communicator, and a creative problem-solver.  You love working with people and have a passion for helping others and making things better.  If this sounds like you, we can’t wait to meet you!

What you’ll do:

Research Project Planning 

  • Help our team organize, track and manage our work through Jira

  • Manage our research intake process and help coordinate our office hours sessions 

  • Contribute to research briefs and project plans, outlining requirements and timelines 

Third Party Management and Budget Tracking

  • Work with our third party management team to ensure we have the right vendors and tools in place to meet our research needs and that the appropriate contracts are in place

  • Act as the primary contact for vendors, onboard new vendors as needed, set up training to ensure the appropriate use of the tool and ensure we are maximizing each tool’s value 

  • Create purchase orders, track invoices and manage the overall budget

Research tool and program management 

  • Manage the logistics and operations of our on-site research lab (when we return to office)

  • Manage the logistics of our Coffee with Customers program - a program where we connect our employees with our customers to get to know them better

  • Manage access to and the appropriate use of our remote user research platform - Userzoom

Research participant recruitment 

  • Ensure we recruit the right research participants, whether that is through a third party vendor or setting up internal processes to manage the recruitment ourselves (e.g. sending emails, using our call centre agents, etc.).  

  • Work with researchers, business analysts, and data scientists to identify the right type of customers to recruit for each study (an understanding of data infrastructure and basic coding skills such as SQL will be extremely helpful here!) and ensure that the appropriate processes are followed to contact them for research purposes

  • Manage the consent forms and incentives for all research participants

Research planning and execution

  • Organize research sessions - send and update calendar invites 

  • Serve as the primary point of contact for research participants and ensure they have everything they need for a successful research session, whether we are conducting research in-person or remotely

  • Ensure that researchers are set up for success when conducting research, that they are appropriately trained on our tools, and that our research processes are being followed.  

  • Make sure the session runs smoothly for both the participant and researcher and be the go-to person should any issues arise (e.g. troubleshooting tech issues, etc.)

Knowledge management and internal communication

  • Help organize and store past research artifacts as well as training materials, templates and guides so that they are easily accessible to others

  • Help amplify our work and keep others in the know - update our team website with upcoming research and training events, create newsletters to let others know what our team is up to, promote our tools and programs across the organization, etc. 

Process management and continuous improvement

  • Use a variety of techniques and tools to define, manage and improve processes, like visual management, business process management, Lean and Six Sigma

  • Partner with various teams (e.g. analysts, data scientists, tech leads, process managers, researchers, third party managers, legal, compliance, risk, privacy, etc.) to develop and execute effective processes

  • Ensure all process documentation is accurate and up to date

  • Measure performance and collect feedback to ensure continuous improvement 

Governance and risk management

  • Identify and mitigate risks and ensure we have the right controls in place

  • Maintain knowledge of regulatory requirements and operational procedures and ensure we are in compliance and have the right approvals and documentation in place

  • Establish best practices and protocols to ensure the research is executed properly, and in a safe and ethical way

  • Ensure that data is properly stored, protected and destroyed when required

Relationship building 

  • Be part of the broader Capital One Research Operations Community by staying connected with our US and UK colleagues and bring that learning back to our team

  • Be part of the Process Management community at Capital One Canada to ensure you are learning and staying up to date on best practices


We are looking for someone who has the following:

Basic Qualifications

  • 1+ years experience working in process management, research operations or a similar role

  • High proficiency in G-Suite (particularly Slides and Sheets)

Preferred Qualifications

  • Working knowledge of different research methods, and the processes and tools used in recruiting and conducting research 

  • Familiarity with Lean / Six Sigma / Process Improvement tools & methodology

  • Experience working with third party vendors 

  • Experience in basic coding and / or data visualization (e.g. SQL, Tableau) - if you know how to write code and pull data, that’s awesome! If not, don’t worry as long as you have an interest and aptitude for learning it. 

  • Experience working at another financial institution or in a heavily regulated environment

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

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 1-800-304-9102 or via email at 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

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).

Who We Are

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.