Associate, Process Management – Associate Insights & Connections | Retail Bank

Associate, Process Management – Associate Insights & Connections | Retail Bank

As an Associate on the Associate Insights & Connections (AIC) team, you will play an important role in strengthening the feedback infrastructure that connects frontline associates with business leaders across Capital One’s Branch and Café network.

The AIC team creates opportunities for associates to share their experiences, elevate ideas, and influence improvements to the processes, tools, and programs that shape their work. Through structured feedback channels, connection forums, and frontline engagement, we help ensure associate perspectives inform business decisions and continuous improvement.

In this role, you will support the execution and ongoing optimization of key feedback and engagement processes, including Branch and Café Connection Panels, START testing, and frontline visit coordination. You will manage essential operational activities, facilitate meaningful conversations, maintain organized documentation, and identify opportunities to improve how our team works.

The ideal candidate is an organized, curious, and proactive problem solver who enjoys working with people, brings structure to complex processes, and is excited to leverage technology and artificial intelligence (AI) to improve efficiency and effectiveness.

You will work closely with AIC’s feedback project manager and collaborate with cross functional partners to ensure our feedback channels operate consistently, efficiently, and with a strong focus on the associate experience.

General Responsibilities:

Feedback Facilitation & Frontline Engagement

• Coordinate and support Branch and Café Connection Panels, creating structured opportunities for frontline associates to share feedback, experiences, and recommendations.

• Facilitate focus group style conversations that encourage open dialogue, balanced participation, and candid, actionable feedback.

• Apply active listening, thoughtful questioning, and objective information gathering techniques to uncover associate perspectives and opportunities for improvement.

• Capture, organize, and synthesize feedback to support the identification of emerging themes, recurring challenges, and potential solutions.

• Partner with the AIC feedback project manager to ensure frontline insights are documented and appropriately connected to broader feedback initiatives.

• Help foster an environment of trust, inclusion, and psychological safety where associates feel comfortable sharing their perspectives. Process Management & Operational Execution

• Manage day to day coordination, scheduling, logistics, and documentation for assigned AIC feedback and engagement programs.

• Support the operational execution of Branch and Café Connection Panels, START testing, and frontline visit processes.

• Maintain accurate and accessible documentation, meeting materials, trackers, schedules, and shared resources.

• Establish and maintain consistent processes for organizing information, documenting outcomes, and tracking follow-up activities.

• Coordinate with internal stakeholders to ensure meetings, feedback sessions, and engagement activities are well planned and executed.

• Identify process gaps, administrative inefficiencies, and opportunities to simplify or standardize recurring activities.

• Develop and maintain standard operating procedures and tools that improve team productivity, consistency, and knowledge sharing. Continuous Improvement & AI-Enabled Efficiency

• Leverage approved AI tools and emerging technologies to streamline administrative workflows, improve documentation, and reduce manual processes.

• Explore opportunities to use AI to support meeting preparation, feedback synthesis, information organization, and recurring reporting.

• Identify and recommend process improvements that increase efficiency, improve data quality, and enhance the experience of frontline participants and business partners.

• Develop repeatable workflows, templates, and tools that enable the AIC team to operate more effectively and scale successful practices.

• Demonstrate curiosity and a willingness to test, learn, and adopt new approaches to problem-solving.

• Apply appropriate judgment and company standards when working with associate feedback, confidential information, and AI-enabled tools. Collaboration & Communication

• Build effective working relationships with frontline associates, business partners, and cross functional stakeholders.

• Communicate clearly and professionally through written materials, meeting facilitation, presentations, and stakeholder updates.

• Partner closely with the AIC feedback project manager to coordinate execution priorities, track deliverables, and support feedback-related initiatives.

• Translate conversations and qualitative feedback into clear, objective summaries that help stakeholders understand associate experiences.

• Connect information across multiple engagement channels to support a more coordinated and effective feedback infrastructure.

• Contribute to a collaborative team culture focused on operational excellence, continuous improvement, and elevating the voice of frontline associates.

What Success Looks Like

In this role, success means creating the structure and consistency that allow frontline feedback to be collected, understood, and acted upon effectively.

You will help ensure that connection panels and engagement activities run smoothly, information is organized and accessible, and feedback is captured accurately and objectively. You will continuously look for opportunities to eliminate unnecessary manual work, introduce smarter processes, and use technology to improve the team’s capacity.

Most importantly, you will help strengthen the connection between frontline associates and the teams responsible for improving their experiences, contributing to a culture where associate voices are heard, valued, and used to drive meaningful change.

Basic Qualifications

• Bachelor’s Degree

• At least 1 year of Administrative, Process Management, Project Management, or Operations experience

Preferred Qualifications

• 2+ years of experience in Process Management, Project Management, Operations, or Continuous improvement
• Experience facilitating meetings, focus groups, listening sessions, or structured group discussions.
• Experience using generative AI or automation tools to improve productivity
• Experience using Google Workspace

This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to non-discrimination in compliance with applicable laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries.

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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.