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.