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Lead Design Researcher

Location: San Francisco, California; New York, New York; Richmond, Virginia; McLean, Virginia
Job ID R107827 Updated date 03/02/2021
201 Third Street (61049), United States of America, San Francisco, California

Lead Design Researcher

We are currently seeking a Lead Design Researcher to join our team to focus on strategic level research. 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.

The Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We champion 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’ll Do: 

As a leader and maker, you’ll be asked to handle responsibilities, including:

Strategy & Planning

  • Collaborating with technology, product, and business teams to create intuitive and engaging customer experiences across multiple projects simultaneously, start to finish

  • Translating findings into product direction that guides the experience and product decisions

  • Leading and shaping early product definitions with formative and foundational research.

  • Engage in portfolio prioritization to help set the strategy and product road map for the team

  • Manage through open ended problems and support early product definition 

  • Advocate for the customer through human-centered design methods

  • Defining standards and best practices for how research is done in a non-centralized research model

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

  • Working with partners and teams across various geographies

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

Lead & Develop Teams

  • Building and leading successful teams through career development by mentoring, coaching, and elevating others

  • Guide team members in strategy, research, alignment, and analysis 

  • Navigating conflict resolution within your team as well as within projects, teams and partner relationships

Execution & Delivery

  • Demonstrate fluency of design research tools and techniques to measure success, present opportunities, and support decision-making and prioritization utilizing qualitative and quantitative research methods

  • 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 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. 

    • Leading 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

    • Facilitate synthesis and knowledge mapping sessions, teaching research methodologies

    • Distilling findings into clearly articulated and actionable insights for stakeholders by clearly articulating strategies

    • Knowledge management and decimation of insights, and creating standards for how research is done, shared, templatized and managed

    • Planning and facilitating workshops with internal and external stakeholders to align with business needs

    • Present and communicate research and analysis clearly and effectively across various organizations in any format required. Must be able to sell, support, explain, and simply present usability approach and research to various audience types

Basic Qualifications:

  • At least 5 years' experience as a Design Researcher in a business or consulting capacity

  • At least 2 years' experience managing project teams 

Preferred Qualifications:

  • Master’s degree or equivalent professional experience

  • 5+ years of usability testing and user experience research 

  • Experience teaching: 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.

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).

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.