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Social Listening and Insights, Principal Associate

Capital One


Location:
Vienna, VA
Date:
07/20/2017
2017-07-202017-08-19
Job Code:
capitalone2-R28256
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Job Details

Company Capital One

Job Title: Social Listening and Insights, Principal Associate

JobID: capitalone2-R28256

Location: Vienna, VA, 22180, USA

Description: Towers Crescent (12066), United States of America, Vienna, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Social Listening and Insights, Principal Associate



We are looking for a Principal Associate, Social Listening and Insights to join the Social Intelligence team, who will be accountable for leading listening and command center initiatives in support of Capital One’s Social Media strategy. The successful candidate will be able to understand customer expectations, identify reporting and insight needs, and ultimately partner with internal stakeholders, lines of business, advocates & evangelists, enterprise teams (e.g. Legal, Compliance) and third party vendors to deliver insights back to the business. The candidate should be exceptionally imaginative, collaborative, and truly excited about merging market research methods with social data to help the business build great products and experiences. You will have the rare opportunity to leverage social media data to help business partners shape future products and services.



**What you will do…**



+ Leverage social listening and other analytical platforms to produce insights that align with our internal business partner’s goals and needs.

+ Tell a story with your data via insights and actionable recommendations.

+ Work on implementing market research methods into the social listening space.

+ Collaborate with internal partners to understand reporting and analysis needs. You will be exceptional at developing and nurturing relationships with key internal stakeholders in support of Capital One’s lines of business.

+ Manage all aspects of the social listening platform, from relationship management to training and onboarding to new feature requests and implementation.

+ Lead command center development and deployment around the organization.

+ Act as subject matter expert and evangelist for the use of social media listening and insights across the business.



+ Translate real-time social media conversations into insights that will help improve our products, services, and online experiences.

+ Work with business partners to understand their needs and provide guidance on how social data can be used to deliver insights.

+ Maintain vendor relationships, ensuring full use of product functionality, timely resolution of problems, and communication of operational requirements

+ Onboard and train new users, focusing on understanding customer needs and communicating clear solutions

+ Deliver social reports through various channels, including monthly MBR calls, weekly newsletters, and decks

+ Identify new ways to measure and store social data, including leveraging other tools such as Adobe Sitecatalyst, Tableau, CRM data, and additional inputs

+ Work with Agile pod to develop social visualizations and deploy throughout the organization

+ Contribute to documentation of best practices and guidelines for Capital One’s social listening strategy



**What you will bring…**



+ An understanding of qualitative and quantitative social media and digital measurement

+ Exceptional ability to cull insights out of raw data, display themes and trends, and mine the “so-what” out of KPIs and visualizations

+ Ability to coach leadership and product teams with insightful recommendations that get beyond the what and articulate learnings, opportunities, and next steps

+ Experience working with multiple diverse teams simultaneously to develop targeted business strategies

+ Extraordinary presentations skills with the ability to develop compelling decks and articulate its contents in a concise and informative manner

+ Knowledge of corporate social media strategies, including publishing, engagement, customer service, insights and analytics, and social data visualization

+ Deep understanding of Boolean search logic and how it applies to the social media space

+ Broad knowledge of social media technology; familiarity with multiple enterprise-level social listening and engagement tools such as Sprinklr, Spredfast, Hootsuite, Crimson Hexagon, etc.

+ Proficient in Microsoft Office (particularly Outlook, Word, Excel, and PowerPoint)

+ Excellent written/oral communication, presentation, editing and copywriting skills and professional writing experience

+ Digital marketing or analytics experience at a large B2C company or digital agency

+ Ability to travel 20%



**Basic Qualifications:**



+ Bachelor’s Degree or Military experience

+ At least 3 years of experience in social media listening and social marketing

+ At least 4 years of experience with digital insights & analytics



**Preferred Qualifications:**



+ At least 3 years of experience leading a social listening program

+ At least 3 years of experience leading a team in an insights and analytic functions

+ At least 2 years of market research experience

+ At least 2 experience working in the Financial services industry



At this time, Capital One will not sponsor a new applicant for employment authorization for this position. 





At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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