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, 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. Team Description: Customer Navigator. 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.