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UX Researcher, Data Experience Design

Location: McLean, Virginia; Richmond, Virginia; New York, New York
Job ID R114910 Updated date 07/23/2021
11 West 19th Street (22008), United States of America, New York, New York

UX Researcher, Data Experience Design

What happens at a company when its employees are set up to do their uniquely creative work? Capital One’s Data Experience Design team (Data.xd) uses human-centered approaches to design how the bank of the future runs behind the scenes—designing how our company’s platforms, data, and touchpoints work in concert so that the tools associates use day-to-day in their roles puts them in a place of creativity and ah-ha moments instead of routine tasks and grunt work. Capital One made huge investments in technology, data, and design to be able to re-imagine how people bank; and now the tools and systems associates use to problem solve and invent new things can be just as dynamic and personalized as the experiences we’re designing for our customers. That’s why the Data.xd team exists. 

We are currently seeking a Design Researcher to join our team. Because we are a human centered organization obsessed with delivering products and services based on customer research and feedback, design research is at the heart of our work. We believe using empathy, curiosity and asking questions to understand our customers is core to delivering best in class products and services. We represent the voice of our customers and focus on being the source of truth for our customer insights. We are looking for a highly motivated, self-starter to join our team.

What You’ll Do: 

You’ll be asked to handle a variety of responsibilities, including:  

Collaboration & Connecting

  • Collaborate with technology, product, and business teams to inform intuitive and engaging customer experiences

  • Translate complex ideas into understandable concepts that evolve and enhance the product experience 

  • Advocate for the customer through human-centered design methodologies

  • Champion prioritization of design centered product enhancements grounded in research and analysis

  • Actively teach and mentor designers

  • Working with Design, Tech, and Product partners and teams across various geographies

  • Embracing and advocating for an experience mindset - this is as important to the work as the results

Discovery & Delivery

  • Demonstrate fluency with design research tools and techniques to measure success, present opportunities, and support decision-making and prioritization

    • Familiarity with the Double Diamond framework

    • Experience with Specialized Domain and complex applications

    • Experience with generative research methods (e.g. contextual inquiry interviews)

    • Experience with evaluative research methods (e.g. cognitive walkthroughs or usability testing)

    • Experience with Jobs-to-be-Done (JTBD) framework

  • Practice and help evolve the team’s research techniques and toolset to work effectively in cross-team collaboration

  • Participate in end-to-end product design by:

    • Conducting in-person and remote research studies at all stages from discovery to validation, using a variety of methods to understand customer needs and define opportunities such as usability studies, card sorting, field studies, cognitive walk-throughs, contextual inquiry, participatory design. 

    • Helping designers and non-designers on project teams understand and apply research findings by framing problems, defining insights, and designing new methodologies/practices to serve customer needs

    • Distilling findings into clearly articulated and actionable insights to influence the direction of research for stakeholders

    • Facilitating and participating in workshops with internal and external stakeholders to align with business needs

    • Participate in presenting research and analysis clearly and effectively across various organizations by supporting, explaining, and demonstrating usability approaches and research to a variety of audience types from design experts to non-designers

    • Contribute to and maintain the team’s research repository

Basic Qualifications

  • At least 2 years of experience with human centered research

  • At least 3 years of experience in a research role

  • At least 2 years of leading User Experience (UX) Research

  • At least 2 years experience on multi-disciplinary teams delivering service experiences

Preferred Qualifications

  • Masters Degree in social sciences, human factor, cognitive science, human computer interaction, or behavioral economics

  • Advanced degree or certifications in a design or research related field

  • Comfortable working with a variety of business partners and delivering outcomes

  • 5 or more years of experience as a Design Researcher in a corporate or consulting capacity

  • 3 or more years of experience with usability testing and user experience research within a lab environment

  • Experience mentoring others and coordinating project teams 

  • Experience with design thinking, human centered design, design research

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.

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

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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).

Who We Are

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.