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R124201 Posted 11/23/2021

Research Operations Lead

McLean , Virginia | New York , New York
  • Category Design
  • Experience Sr. Associate
  • Primary Address McLean, Virginia

Overview

Center 1 (19052), United States of America, McLean, Virginia

Research Operations Lead

The mission of the CML Research Operations team is to amplify the impact of research at scale through well managed, efficient, repeatable systems. As part of this high-functioning team that plays a critical role in the success of our line of business, you will be the point of contact between our Experience Design teams, researchers, recruitment vendors and research participants. You will manage all aspects of the research process from meeting with teams to understand their needs, coaching on research best practices including participant selection and use of remote research tools, all the way through to making sure all participants sign the necessary forms and are compensated for their time.

Collaboration, flexibility, and a growth mindset will be key! In return, you will learn our business and what it takes to put the customer at the center of all we do, as well as have direct exposure to top-notch research and design talent. 

This role sits in the Experience Insights (XI) team, a horizontal enablement function within the Commercial Bank Design organization. In addition to research operations leads, the team consists of: research specialists who coach and advise teams on conducting user research and digital analytics; and strategists who work to ensure our business partners are leveraging meaningful customer insights to drive decision-making. 


What you will do

  • Share ownership and process improvement of key initiatives that support Commercial Design such as our focus on research logistics, relationship building, policies and procedures, and alignment between programs

  • Maintain and improve the infrastructure already in place to ensure that teams always have access to high quality research participants

  • Collaborate with XI Insights Strategists and Research Operations Leads to ensure we are meeting research needs across the organization

  • Manage the planning, scheduling, coordinating, and tracking of research sessions

  • Coordinate participant recruiting requests between external recruiting vendors and project teams

  • Coordinate internal research session requests between project teams and internal participants

  • Ensure video conferencing software is operating smoothly for remote research sessions

  • Provide technical support for in person research studies conducted in our XD Research Lab

  • Organize research data such as recordings and files collected from research sessions

  • Update Experience Insights team website, content, and branding (i.e. research resources for the Commercial Bank)

  • Provide logistics and organizational support for various events and the training curriculum 

  • Keep track of and help publicize Experience Insights events and activities 

  • Precisely track all participant details and activities 

  • Follow and implement all risk and compliance policies related to research

What you should bring

  • Exceptional organizational skills and attention to detail

  • Excellent verbal and written communication skills

  • Experience with managing multiple projects and timelines simultaneously

  • Professional, friendly demeanor representative of the white glove relationship the team has built with internal stakeholders and external clients

  • Ability to think quickly, resolve problems, and multi-task in a fast paced and unpredictable environment 

  • Constant hunger to improve our current operating procedures and make our team even more efficient and effective

  • Willingness to learn digital tools that help facilitate processes and communication

  • Familiarity with and interest in the methods of qualitative user research, design thinking, Lean UX are a plus

  • Expertise with Google suite, including but not limited to: Gdrive, Calendar, Docs, Forms, Sheets, Slides

Basic qualifications

  • Bachelor’s degree or military experience 

  • At least 3 years of project coordination experience

  • At least 2 year of experience managing and interacting with external vendors

Preferred qualifications

  • 1 year of hands-on user research experience or working in a usability lab 

  • 1 year of end to end program management experience 

  • 1 years of experience working in a lean, agile environment

  • 1 year experience navigating legal and risk policies regarding the data collection of an individual's personal information (NPI, CCPA, etc)

  • 1 year of experience using complex customer systems such as Salesforce

  • 1 year experience creating and managing a panel of research participants

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.

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

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 

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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.

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.

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

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).

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