Head of Customer Loyalty and Lifecycle Transformation

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Head of Customer Loyalty and Lifecycle Transformation
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 Team
Process Owners thrive in understanding how things work - that means working with a team of Process Managers in designing and improving business processes, understanding and managing business risks, ensuring we have the right controls in place, and then making them better.
In the Product Features & Account Lifecycle Team, we manage the critical programs, including Rewards, that directly impact our customers' daily lives and long-term progression. You'll have the opportunity to partner with other job families like Data Science, Business Analytics, Product Management, and also get to work with our Legal and Compliance teams to deliver excellence to our customers in every interaction.
About the Role
As the Process Owner for Product Features & Account Lifecycle, you will partner effectively with cross-functional teams to ensure our customer-facing programs are seamless, resilient, and scalable. You will have direct ownership of critical business processes, supporting the design and implementation of improvements that allow us to scale our rewards and manage vital lifecycle moments with speed and agility. In this role, you will lead a dedicated team of Process Managers and act as a cultural champion for our core values.
Your Responsibilities:

• Team Leadership: Inspire, coach, and empower a team of Process Managers, leading a culture of collaboration, continuous growth, and excellence in process performance.
• Performance & Risk Governance: Regularly evaluate process health through KPIs and OKRs, sharing insights and risk mitigation plans with senior leaders. Conduct regular risk assessments, control testing, and audits.
• Continuous Improvement: Apply various methods for process improvement (Visual Management, Lean, Six Sigma) to continually enhance operational effectiveness and identify the root causes of issues.
• Strategic Execution: Engage in strategic planning, demonstrating the ability to set a vision, chart a path, and execute process roadmaps with high impact.
• Transformative Ownership: Take end-to-end, Transformative Ownership of critical business processes. Go beyond merely maintaining the status quo by fundamentally reinventing and optimizing how we deliver rewards, insurance, and account lifecycle transitions while proactively managing risks.
• Possibilities Mindset: Apply a Possibilities Mindset to continuous improvement and strategic planning. Challenge existing constraints, think expansively about process innovation, and find creative solutions to drive unprecedented customer progression.
• Value Stream Influence & Stakeholder Engagement: Understand and influence across a value stream (including tech, business, product, and operations). Utilize exceptional communication, teamwork, and influence skills to foster alignment and drive process success.
• Customer-Centric Design: Partner with customer research, design, product, and technology teams to understand and map out key customer needs, supporting improvement initiatives, new features, and experience improvements.

Basic Qualifications:

• At least 5 years of experience working in process management, risk management, continuous improvement, or project management roles.
• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.
• At least 2 years of experience leading a team.

Preferred Qualifications:

• Experience using Lean & Six Sigma tools & methodology.
• Experience working in the Financial Industry.
• Experience working in an Agile workplace environment.
• Experience in basic coding and/or data visualization (e.g., SQL, Tableau).
• Experience working in customer research or practicing customer-backed problem solving.

Working at Capital One.
Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
Live well-physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year-and much more-you'll discover that Capital One is committed to helping you live your best life.
This posting is for an existing vacancy.
The expected annual salary range for this position is $130,000 - $148,000. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es). Incentives could be discretionary or non discretionary depending on the plan.
We embrace the responsible use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. However, no hiring decisions are made using AI as every hiring decision is made by our hiring managers, business interviewers, and recruitment professionals. Our teams are equipped with training that empowers them to use AI responsibly.
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.
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 [email protected] . 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 [email protected]
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).