Lead, User Intelligence Research

Overview

Capital One’s Experience Design (XD) organization is focused on co-creating memorable, meaningful customer and associate experiences that build our brand with humanity and drive business advantage. As the User Intelligence Research Lead for your product areas, you will be responsible for accelerating learning velocity by supporting a structured, systems-oriented human intelligence system.

Responsibilities

• Build Cumulative User Intelligence: Plan and conduct connected studies and establish data acquisition mechanisms that contribute to a collective body of user intelligence that fuels product teams’ ongoing planning and decision-making.
• Provide rapid testing within the product development lifecycle: Utilize and evolve research agents and research platforms to accelerate learning velocity: extracting insights from existing intelligence repositories, conducting rapid discovery, concept, content, and usability testing.
• Support Continuous Discovery: Partner with research ops to enable product teams to access their users to maximize empathy and understanding.
• Support UX Measurement: Partner with CX, data scientists, analysts, and designers to identify domain-specific UX metrics. Assist in developing mechanisms to collect/measure UX metrics, conduct analysis using UX and other metrics to identify critical correlations between user behavior and business success.
• Conduct Data Triangulation & Synthesis: Utilize behavioral analytics, quantitative data, and qualitative insights to produce actionable insights.

Leadership Competencies

• Results Focus: Works independently to achieve business-critical outcomes; takes full ownership of the intelligence research learning agenda and decision-making.
• Influence: Acts as a subject matter expert to inspire teams to adopt research methodologies and activate insights.
• Collaboration: Builds productive partnerships with Analysts, Design, Product, and Engineering; seeks out diverse data sources to ensure a holistic view of the customer.
• Communication: Translates complex data and behavioral findings into compelling narratives for senior stakeholders; ensures clarity in two-way dialogue across functions.

Qualifications

• At least 3 years of professional experience in User Experience Research, Data Science, or Customer Experience Research
• At least 3 years of experience aggregating, collecting, and analyzing quantitative and qualitative data
• At least 2 years of experience leading complex, multi-stakeholder projects or research programs

Preferred Qualifications

• 4+ years of experience in User Intelligence, Human Factors, or behavioral data analysis.
• Experience conducting structured, quantitative jobs to be done studies
• Experience building automated research workflows
• Proven track record of triangulating multiple data sources (behavioral analytics, survey data, and primary research) to inform product roadmaps.
• Advanced degree in Human Factors, HCI, Statistics, Data Science, or Behavioral Economics.

Pay

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

• McLean, VA: $164,800 - $188,100 for Manager, Design

Benefits

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.

Application Information

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local 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, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

Contact Information

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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Technical Support

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.

Third Party Information

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About Capital One

A possible career journey at Capital One:

• Coordinator
• Senior Coordinator
• Principal Coordinator
• Associate
• Senior Associate
• Principal Associate
• Manager
• Senior Manager
• Director
• Senior Director
• VP