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R151606 Posted 07/28/2022

Senior User Research Lead, Sr. Manager - Technology Experience Design

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


Locations: NY - New York, United States of America, New York, New York

Senior User Research Lead, Sr. Manager - Technology Experience Design

About this role

We are seeking an experienced user researcher to help build a comprehensive, data-driven system for Tech Experience Design, a new team focused on the internal software developer experience. This person will conduct large-scale discovery research, organize a wide collection of insights, streamline research operations, and establish and collect meaningful metrics - all in alignment with the Tech Experience Strategy agenda. 

As a human-centered organization, the Design team at Capital One is at the forefront of enriching both our customers’ experiences and our employees' well-being and growth. We are serious about championing a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.  

What you will do

  • Build a comprehensive understanding of the Tech Experience problem space 

    • Work closely with design strategists, service designers, stakeholders, and partners to pursue the right questions and uncover the most meaningful insights 

    • Conduct a diverse mix of qualitative and quantitative methodologies such as empathy interviews, diary studies, concept testing, and surveys

    • Produce research reports, personas, journey maps, service blueprints, metrics dashboards, and other artifacts that document, explain, clarify, convince, and rally teams and stakeholders for our collective goals

    • Identify and establish the right UX metrics to collect and monitor over time

    • Ensure the team is capturing an effective 360 degree understanding, including external market trends, to maximize confidence in our decision-making

    • Build and leverage relationships with other Capital One research teams in related spaces 

  • Organize and curate customer insights 

    • Help build a knowledge management system that will inform and enable strategy, cross-team partnership, storytelling, as well as new hire onboarding 

    • Serve as a curator of what we know and don’t know. Make sense of our qualitative and quantitative user data to guide the direction of experience strategy and product design

    • Regularly report on key customer insights and metrics to inform business strategy, product roadmap planning, and product development

    • Socialize customer insights relentlessly and creatively across the organization so that all teams and leaders are well-grounded in customer-centric thinking

  • Form the infrastructure for smooth research execution 

    • Help build an organized and efficient system for identifying and tracking internal research participants and setting up study logistics 

    • Get fluent in Capital One’s Risk and Legal requirements for research practices 

    • Leverage partners and educate them on research best practices as needed  

    • Work with 3rd party vendors and agencies as needed to ensure research goals and outcomes are maximized 

What you should bring

  • Proficiency with qualitative and quantitative research tools, methods, and practices such as design thinking, ethnographic research, service design, experience metrics, surveys, digital analytics, etc.

  • Ability to zero in on the key “Why” in order to drive creative, but practical problem solving 

  • Capable of analyzing, extracting, and organizing key, relevant insights (not just findings) from a large amount of data. 

  • Ability to communicate clearly and impactfully to different kinds of audiences. Ability to craft effective data visualization and communicate through creative storytelling is a plus.  

  • Detail obsessed and highly organized

  • Ability to navigate inevitable setbacks or challenges with flexible problem-solving and positivity

  • A learning mindset and desire for continual self-improvement 

  • Ability to perform with excellence at both strategic and tactical levels 

Basic Qualifications

  • At least 5 years of experience with user, product, or market research

Preferred Qualifications

  • Master’s Degree in social sciences, human factors, cognitive science, human computer interaction, or behavioral economics

  • Expertise in a wide range of both qualitative and quantitative methodologies  

  • Experience developing and executing multi-faceted research strategies in broad, complex environments with multiple, diverse stakeholders

  • Deep familiarity with software development practices and processes

  • Experience working with a variety of business, product, and technology partners (with varying levels of UX maturity) and to deliver meaningful, high-impact outcomes

  • Experience working in harmony within Risk, Compliance, and Legal requirements 

  • Experience setting up and/or managing an effective system for research participant recruiting and study logistics

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.

For technical support or questions about Capital One's recruiting process, please send an email to

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).

Hiring Process
Career Journey

How We Hire

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  • Step 1 Apply

    It only takes a few minutes to complete our application and assessment.

  • Step 2 Screen and Schedule

    If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.

  • Step 3 Interview(s)

    Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.

  • Step 4 Decision

    The team will discuss — if it’s a good fit for us and you, we’ll make it official!

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How to Pick the Perfect Career Opportunity

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Your wellbeing is our priority

Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.

  • Healthy Body, Healthy Mind

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  • Save Money, Make Money

    Secure your present, plan for your future and reduce expenses along the way.

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Career Journey

Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.

Career Journey
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