Sr. Associate, Process Manager – Research Operations

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

Sr. Associate, Process Manager – Research Operations

About Capital One

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

Working with us

We know that the way to attract top talent is to create a fun work environment that fosters learning and career development, but we also know that you’ve got a life that’s about more than just work. We’re focused on the quality of your work, not how many hours you spend working. Our approach is designed to foster collaboration and innovation with a focus on agility and teamwork. We’re passionate about associates having fun, and since it’s uncomfortable to do any of those things in a suit and tie, those aren’t required either. We have a business casual dress code because we believe our associates will do their best work when they’re feeling like themselves.
 

What’s it like to be a Process Manager at Capital One Canada?

Our Process Managers are deployed across all areas of the business. They’re 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 risks and ensuring we have the right controls and solutions in place – and then making them better. And they work in agile, cross-functional teams that provide opportunities to learn from other job families too.

We’re looking for a Sr. Associate, Process Manager – Research Operations to join our Experience Design (XD) team. Within XD, we’ve built in-house quantitative and qualitative research capabilities so that we can help our business partners make grounded, customer-backed, insights-driven decisions. As our Sr. Associate, Process Manager – Research Operations, you’ll 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. In doing so, you’ll support our team of researchers and help organize and amplify our research. You’ll also play an incredibly important role as the direct connection between our team and our research participants, making the research we do possible! And as our 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’re looking for someone who is super organized, a self-starter, a great communicator and a creative problem-solver. Someone who loves working with people and who has 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

In the first year of your journey at Capital One, you’ll spend about half of your time learning the ins and outs of process management, while simultaneously supporting Research Operations with your remaining time. 

Process Management

• Partner with various roles (e.g., Analysts, Data Scientists, Tech Leads, Process Managers, Researchers, Third Party Managers, Legal, Compliance, Risk, Privacy, etc.) to design and execute an effective research process

• Use a variety of techniques and tools to manage and improve our research process on an ongoing basis, like visual management, Lean and Six Sigma

• Ensure all process documentation is accurate and up to date

• Complete training in process management, working towards your Capital One Process Manager Certification, under the mentorship of our experienced process coaches

Continuous improvement

• Measure process performance and collect feedback from key stakeholders

• Make decisions by identifying issues, diagnosing problems, generating alternative solutions and analyzing opportunities and risks

• Plan, execute and measure the results of continuous improvement initiatives

Research Operations

Research tools and project planning

• Manage our research intake process, while contributing to research briefs/project plans and managing timelines and expectations

• Help our team organize, track and manage our work through internal project management tools

• Manage our on-site research lab, remote research platforms and customer empathy program

• Stay up to date on the latest trends/vendors and proactively bring in new tools/capabilities

• Support recruitment of research participants for our studies

Vendor management and budget tracking

• Work with our Third Party Management team to ensure we have the right vendors, tools and contracts in place to meet our research needs

• Act as the primary point of contact for our research vendors

• Explore and onboard new research vendors/tools as needed, facilitate training for team members and ensure we’re maximizing each tool’s value on an ongoing basis 

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

Research planning and execution

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

• Ensure that our Researchers are set up for success when conducting research by making sure they’re appropriately trained on our tools and research processes  

• Make sure each research session runs smoothly for both the participant and the Researcher and be the go-to person if any issues arise or if troubleshooting is required

Knowledge management and internal communication

• Identify and facilitate opportunities to advocate for and socialize research capabilities and insights (e.g., participating in internal events, demos, etc.)

• Organize and store past research, as well as training materials, templates and guides, so that they’re easily accessible to stakeholders

• Amplify our work and keep others in the know by updating our team website with upcoming research and training opportunities, creating newsletters to let others know what our team is up to, promoting our tools and programs across the organization, etc. 

Relationship building

• Be part of the broader Capital One Research Operations Community by staying connected with our U.S. and U.K. colleagues and bringing learnings back to our team

• Join the Process Manager community at Capital One Canada to ensure you’re learning and staying up to date on best practices

• Stay connected with colleagues in Marketing Research and our Customer Experience Management Program to help determine the home of best fit for each research study and ensure well-rounded research

• Contribute to the growth and evolution of Design Operations and Research Operations within XD and beyond by collaborating with partners in Design and Research

We’re looking for someone who has the following:

Basic qualifications

• Bachelor’s degree

• At least 2 years of research operations experience

• Strong project management and verbal/written communication skills

• High proficiency in Google Workspace (particularly Google Slides and Google Sheets)

Preferred qualifications

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

• Previous experience working in process management or a similar role

• Familiarity with Lean, Six Sigma and other process management/Improvement tools and methodologies

• Experience or familiarity with User Experience (UX) knowledge and practices

• Experience in an Agile work environment

• Experience in SQL, Tableau and/or other data analysis techniques

• Experience working with third party vendors 

• Experience working in financial services or another highly regulated environment

• Experience working at a research execution agency or research agency

Associates working in the hybrid model are expected to come into the office 3 days a week across Tuesdays and Thursdays, reserving Mondays and Fridays as company-wide virtual days. As was true before the pandemic, expectations of being in the office will be balanced with personal life flexibility.​

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process. 

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.

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 RecruitingAccommodation@capitalone.com. 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 Careers@capitalone.com

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).