Principal Associate, Customer Experience (CX) Insights

About Capital One Canada.

For 30 years, we’ve been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you!

About the Role

As a key member of the Experience Design (XD) team, you will lead the end-to-end strategy and execution of Capital One Canada’s Customer Experience (CX) measurement program. Reporting to the Manager, XD Research, you will act as the 'Voice of the Customer' champion—translating macro metrics (NPS, CSAT) and customer journey data into actionable insights & narratives that shape our product and service strategy. You are a hybrid team player with the ability to understand customer CX data and XD research and the strong product mindset to make insights stick and influence teams.

Program Operations & Governance