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R128555 Posted 11/23/2021

Lead User Experience Researcher (Quantitative Methods)

Vienna , Virginia | New York , New York | San Francisco , California
  • Category Design
  • Experience Sr. Manager
  • Primary Address Vienna, Virginia

Overview

Towers Crescent (12066), United States of America, Vienna, Virginia

Lead User Experience Researcher (Quantitative Methods)

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.

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, with an emphasis on quantitative expertise (e.g., survey design and analysis, statistical analysis, and experimental research design)

  • 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

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

  • At least 7 years of experience with human centered research

Preferred Qualifications

  • Ph.D., or certifications in a design or research related field

  • Experience leading large bodies of work, research strategy and teams

  • Comfortable working with agile and legal teams

  • Familiarity with conducting and analyzing research for cross channel experiences

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

  • Experience managing a cross-functional team

  • Experience with quantitative research and analysis methods preferred 

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).

Hiring Process
Stories
Benefits
Career Journey

How We Hire

We take finding great coworkers pretty seriously.

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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

Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.

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

    You have options and we have the tools to help you decide which health plans best fit your needs.

  • Save Money, Make Money

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

  • Time, Family and Advice

    Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.

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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