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Senior Associate Research Manager, Consumer Intelligence

Location: Richmond, Virginia; McLean, Virginia
Job ID R118870 Updated date 08/03/2021
West Creek 4 (12074), United States of America, Richmond, Virginia

Senior Associate Research Manager, Consumer Intelligence

The Consumer Intelligence (CI) team within the Strategy Group at Capital One was created by a mandate by the CEO to drive consistent measurement of customer experience to inform business decisions.

 

CI delivers on this mandate by supporting a Net Promoter System (NPS) that includes the capture, analysis, and deployment of customer listening capabilities across all of Capital One. CI has built an enterprise voice of customer system that includes an arsenal of surveys and research tools, online and digital platforms to visualize and action on customer feedback, as well as an insights and analysis team that enables associates to better understand customers and drive our mission to change banking for good.

CI is in an exciting time, faced with a huge appetite from lines of business to transform customer journeys and rapidly adopt customer experience practices grounded in customer feedback. With enterprise-wide attention on NPS and voice of the customer, it is imperative that CI executes a robust process to capture customer feedback and ensures the data captured is accurate and of the highest quality.

 

With that in mind, we are looking for a passionate individual to join our team to help fuel our customer obsessed culture across Capital One. The associate must be highly fungible, capable of effectively managing a complex process, and committed to helping drive CI’s strategic vision for capturing and deploying the voice of the customer across both the business and frontlines. 

Role Summary:

CI is seeking a focused, proactive, organized and creative professional who excels in a team environment. Excellent communication and collaboration skills will be essential for partnering with key stakeholders at all levels across the company to manage, inform and influence outcomes. This individual will have a proven track record of success in putting structure in place to manage business processes in a dynamic, complex environment. 

As our Research Manager, you will work on our growing Design & Operations team, which includes Research Design, Product Management, Process Management and Analysis professionals. Our team is dedicated to capturing the voice of the customer to deliver on Capital One’s mission to change banking for good.

  

Our goal is to effectively leverage research tools to help our business partners make grounded, customer-backed decisions. You will be responsible for harnessing an established set of tools and processes to conduct research across the enterprise, to ensure we understand our customers and their needs. Above all, we are looking for someone who is passionate about understanding people and improving their lives, and who is excited about helping us grow our research program.

 

We are looking for someone who is a:

Seasoned researcher: You are a seasoned quantitative researcher, but you also have a good understanding of qualitative methods. You know the strengths and shortcomings of various research methods, and can recommend the right approach based on the challenge at hand.  You balance research rigor with other constraints, and can find creative solutions to problems. 

 

Collaborator: You have a track record of working collaboratively with diverse teams of various stakeholders, including designers, researchers, data scientists, strategists, product managers, and tech partners and balancing different priorities. You believe the best solutions are the product of creative collaboration and are open to and seek out feedback from others. 

 

Detective & Problem-Solver: You have a talent for knowing how to get to the truth.  You know the right questions to ask, and how to ask them, in order to get to the heart of an issue or challenge.  You know who to ask and where to look for the right information.

 

Detail-Oriented Person: You pay attention to the details and ensure that you maintain the highest standards in how you plan, conduct and manage all of your research.

 

Sensemaker: You love complex problems and digging into the data.  You are able to connect the dots between different data points and combine qualitative and quantitative data to arrive at more compelling, grounded insights.   

Storyteller: You can take complex research and analytics and make it easy for everyone to understand.  You have the technical knowledge - you love numbers and statistics and can work effectively with data scientists and other analysts - but you don’t deliver “data”; you deliver stories about people driven by data. 

Responsibilities:

Define intent: Partner with stakeholders to help them articulate their challenges and turn those challenges into research objectives / hypotheses

 

Design the research plan

  • Identify the best research approach to meet the research objectives / test hypotheses

  • Collaborate with the team on the research design to align on outcomes and prioritization

  • Define the research success metrics in partnership with stakeholders, and identify how best to measure them

Execute the research

  • Design, program and execute the research (e.g. surveys, concept tests, benchmark usability testing, etc.)

  • Ensure all research is conducted in a well-managed way, adhering to research best practices and all applicable laws and regulations

 

Analyze and synthesize research findings

  • Analyze and synthesize findings from multiple data sources 

  • Generate clear and concise insights and recommendations that inform decisions

 

Share research findings

  • Effectively share insights and recommendations with stakeholders in an engaging and compelling way

 

Help advance our research capabilities

  • Help define quantitative research best practices, teach others about the appropriate use of research methods and stay up-to-date on the latest trends

  • Build relationships with our community of researchers across the company and share learnings

Basic Qualifications

  • Bachelor's Degree
  • At least two years' experience in research role

Preferred Qualifications

  • 5+ years of research design/management experience

  • Experience with research design and customer experience measurement

  • Experience conducting research at another financial institution or in a heavily regulated environment

  • Familiarity with Snowflake, SQL, or data visualization

  • Ability to identify and solve problems independently in a constantly changing environment

  • Demonstrably strong written and verbal communication skills

  • Proficiency with G Suite products (e.g. Docs, Slides, and Sheets)

  • Fantastic interpersonal skills and the ability to work well in cross-functional teams

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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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.