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 supports the platforms used by Capital One developers to deliver web and mobile experiences to millions of customers. This role focuses on accelerating learning velocity and ensuring partner/stakeholder learning needs are met.

Key Responsibilities

• Drive strategic research initiatives to tackle critical challenges and ensure research efforts align with solving key problems, delivering value to both our 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