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Senior User Experience Research Manager

Employer
Capital One
Location
Plano, Texas
Closing date
Dec 6, 2021

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Position Type
UX / Design Researcher
Hours
Full Time
Organization Type
Nonprofit
Locations: TX - Plano, United States of America, Plano, Texas

Senior User Experience Research Manager

Here at Capital One, our goal is to fully engage our customers in order to radically change how they interact with their money. Critical to that goal is deeply understanding people--those we are fortunate to already serve, those we hope to serve, and those associates who create value for those customers each and every day. Here in the Financial Services division, we have a committed team of Experience Design Researchers, and we are looking to grow!

As an Experience Design Researcher at the Senior Manager level, you will design, lead and conduct qualitative and quantitative customer research. Sometimes, you will lead teams; sometimes you will operate autonomously. Always you will bring a seasoned and experienced point of view to ensure that teams are grounded in knowledge of the customer, from the nebulous problem space all the way through analysis of product performance in-market. You will mentor, you will teach, and you will partner with Research and Design leadership to increase the overall quality of research, improve access to insights, and help us build a world class research organization. Together, we will build solutions that change banking for good.

* As a senior researcher, you will: *

* Champion the prioritization of research & analysis as a basis for making customer-centered decisions

* Advocate for the customer through application of research insights to experience and business problem spaces

* Lead and shape early product definitions with formative and foundational research

* Manage through open-ended problems and support early product definition

* Translate findings into insights that guide experience and product decisions

* Collaborate with design, technology, product, and business teams to create intuitive and engaging customer experiences across multiple projects simultaneously, start to finish

* Help define standards and best practices for how research is done

* Guide, mentor, and team team members in research planning, alignment, execution, analysis, and follow-up

* Practice and help evolve the team's research techniques and toolset to work effectively in cross-team collaboration

* Help create standards for how research is shared, templatized and managed

* Navigate conflict resolution within your team as well as within projects, teams and partner relationships

* Specifically, as a researcher you will: *

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

* Engage in customer research by:

* Conducting research studies at all stages from discovery to validation, using a variety of methods to understand customer needs and define opportunities which can include in depth/empathy interviews, field studies, prototype testing & usability benchmarking, contextual inquiry, surveys, card sorts, heuristic review and participatory design

* Lead designers and non-designers on project teams to understand and apply research findings by framing problems, defining insights, and designing new methodologies/practices to serve research need

* Facilitate synthesis and knowledge mapping session

* Distill findings into clearly articulated and actionable insights for stakeholders

* Plan and facilitate workshops with internal and external stakeholders to align with business needs

* Present and communicate research and analysis clearly and effectively

* Basic Qualifications *

* At least 7 years of experience in full lifecycle research and inspection methods, from ethnography all the way to statistically based user testing

* At least 7 years of experience with Human Computer Interaction

* At least 5 years of experience with design thinking and agile methodologies

* At least 5 years of experience leading large bodies of work, research strategy, and teams

* At least 5 years of experience and competence in conducting quantitative research and delivering actionable insights to leadership

* Preferred Qualifications *

* Master's Degree in anthropology, sociology, psychology or other social science, human factors, cognitive science, human computer interaction (HCI) or behavioral economics, or other research 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

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).

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