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Human Experience Researcher

Job ID R86088 Updated date 10/17/2019 Location Vienna, Virginia
Towers Crescent (12066), United States of America, Vienna, Virginia

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.

Human Experience Researcher

Human Experience Researcher, AI Design

The Artificial Intelligence (AI) Design team is looking for an experienced, compassionate, creative, and collaborative Human Experience Researcher to join our rapidly growing cross-functional team. 

In this role, you will work on designing our suite of artificial intelligence products that aim to help people better manage their money. You’ll guide the team in discovering insights about customer needs, AND you’ll influence the team to use those insights to inspire and impact the customer experience! 

Who You Are 

You are a passionate and empathetic researcher with keen observational and analytical skills, an impressive ability to collaborate with other teams and designers, and a relentless determination to do what is right for Capital One's customers. 

You can work with minimal direction, and you’re capable of working quickly while delivering high-quality outputs. 

You will work on overlapping projects, so you’re good at managing competing priorities and organizing yourself.

EXPERIENCED – You have a deep understanding of research, and you have experience identifying and incorporating human insights into all phases of design and product development. You’re an expert in conducting, sharing, AND incorporating qualitative research, but you also have an interest in and respect for taking a quantitative approach.


COMPASSIONATE and CREATIVE – You are a kind, honest, and generous human being, and you’re awesome at putting yourself in someone else’s shoes. You also have a nimble, creative, and pragmatic approach to your work, and you're interested in pushing the boundaries of research.

COLLABORATIVE – You are a team player, and you enjoy working on cross-functional teams. You’ve successfully collaborated with UX Designers, Design Strategists, Content Strategists, Product Managers, Software Developers, Data Analysts, Data Scientists, and other Stakeholders.

What You’ll Do

  • Conduct, share, and incorporate research that influences the product roadmap as well as the overall vision + strategy

  • Act as a thought partner and customer advocate in co-creation sessions with Design, Product, and Tech

  • Partner with other researchers, product, and tech teams to identify and prioritize research goals and questions 

  • Leverage Design Thinking and Agile methodologies

  • Identify the best method or mix of methods based on research questions, timeline, and resourcing

  • Moderate 1:1 empathy interview sessions in a UserLab or home setting as well as run remote unmoderated studies

  • Utilize research tools such as Dscout, UsabilityHub, etc

  • Perform quick but thorough qualitative (and sometimes quantitative) data analysis to create insightful and actionable findings

  • Present research findings and insights to teammates and stakeholders 

  • Effectively and intelligently influence the iteration of designs by pinpointing key data points from research

  • Partner with data scientists to sew the thread between human insights and data insights with the goal of designing awesome customer experiences powered by machine learning models! 

  • Work with product and tech partners to leverage analytics tools and techniques to measure success, present opportunities, and support decision-making and prioritization

  • Evangelize research practices throughout the company, influencing partner teams

  • Actively monitor and analyze research, data, and trends from internal sources, academic research, and industry published reports to inform and improve our research methods

Basic Qualifications:

  • Bachelor’s degree or military experience

  • At least 5 years of Research experience

Preferred Qualifications:

  • Master’s Degree in Psychology, Anthropology, Ethnography, Sociology, HCI, Human Factors, or related field

  • Experience with Human Computer Interaction

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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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).