Senior Director, Research & User Intelligence, Customer and Developer Experiences
Overview
The Senior Director, Research & User Intelligence, Customer and Developer Experiences leads the research team that accelerates learning velocity for product teams, focusing on customer and developer experiences. This role involves guiding the team to build cumulative user intelligence, creating and maintaining research programs, supporting continuous discovery and rapid testing, and driving experience measurement.
Key Responsibilities
Drive strategic research initiatives to tackle critical challenges and ensure research efforts align with solving key problems, delivering value to both customers and the company.
Identify areas where research can have the most significant impact and move beyond reactive projects to building intelligence programs.
Define an approach to user experience research that prioritizes insights-driven decisions and impactful outcomes, establishing best practices and a research prioritization model.
Lead and manage a team of user intelligence analysts/researchers.
Participate as a member of the XD Research & Human Intelligence leadership team.
Lead and motivate a high-performing team of professionals; provide people management leadership by hiring the best talent, setting goals, developing associates, managing employee performance and compensation decisions, promoting teamwork, and handling performance management of the team. Advance Capital One’s people strategies to attract, retain, develop, and engage a highly qualified and diverse workforce to achieve business objectives, create an inclusive employee experience, and establish leadership development and succession plans to ensure leadership continuity.
Build and maintain close working relationships with key internal and external partners to understand and influence business strategies, priorities, and direction. Work closely with senior business and functional leaders to ensure that development plans, resources, and strategies are coordinated across all functions in a cohesive fashion.
Qualifications
At least 8 Years in User Experience Research, Data Science, Customer Experience, or Product Management.
At least 3 years of experience aggregating, collecting, and analyzing qualitative and quantitative data.
At least 2 years managing researchers, analysts, or data scientists.
Experience with developing AI-enabled continuous discovery tools or programs.
Experience extracting insights from synthetic data or personas and building automated research workflows.
Experience with performance management, career coaching, and attracting and hiring top talent.
Exceptional communication skills; ability to influence senior executives.
Expertise in Human Factors, Statistics, Computer science, HCI, Psychology, Sociology, Information Systems Architecture, 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.
Cambridge, MA: $269,600 - $307,700 for Sr. Director, Design
New York, NY: Not specified
McLean, VA: Not specified
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.