Senior Manager, Research & User Intelligence (Card Platforms & Data)

Senior Manager, Research & User Intelligence (Card Platforms & Data)

Senior Manager, Research & User Intelligence (Individual contributor)

Summary:

Capital One’s Experience Design (XD) organization is focused on co-creating memorable, meaningful customer and associate experiences that build our brand with humanity and drive business advantage. As the Senior Manager of Research & User Intelligence for a product tower, you are responsible for accelerating learning velocity by defining and executing research programs that generate actionable insights to inform the creation of useful and usable solutions.

Role Expectations:

The Card Platforms & Data team is seeking a Senior Manager of Design Research to join our highly collaborative and multidisciplinary team of designers, product managers, analysts, and technologists. This individual contributor role is expected to provide a human-centered lens to a largely technical problem space by conducting multi-method research studies with both internal associates and customers. 

The ideal candidate has a proactive, collaborative approach to research to complement their deep experience in qualitative and quantitative research, human-centered interactions, and analytical thinking. Experience conducting research in technical spaces or internal platforms is of particular interest for this position, but not required.

Responsibilities:

• Optimize and Scale Cumulative User Intelligence: Plan and conduct connected studies and establish data acquisition mechanisms that contribute to a collective body of user intelligence that fuels product teams’ planning and decision-making, while maintaining a high degree of governance and risk compliance.

• Prioritize and lead rapid testing within the product development lifecycle: Create and evolve research agents and research platforms to accelerate learning velocity: extracting insights from existing intelligence repositories, conducting rapid discovery, concept, content, and usability testing.

• Manage and Maintain Continuous Discovery Programming: Drive collaboration with research ops to enable partner teams to access their users to maximize empathy and understanding.

• Support UX Measurement and Hypothesis-driven Design: Partner with CX, data scientists, analysts, and designers to identify and track domain-specific UX metrics. Assist in developing mechanisms to collect/measure UX metrics, conduct analysis using UX and other metrics to identify critical correlations between user behavior and business success.

• Conduct and Socialize Data Triangulation & Synthesis: Utilize behavioral analytics, quantitative data, and qualitative insights to produce actionable insights. Establish channels to socialize learnings to stakeholders in order to drive impact.

Leadership Competencies

• Problem Solving: Designs scalable frameworks and vision-backed learning agendas to prioritize high-impact problems across multiple domains; leverages technical and data fluency to navigate complex trade-offs and drive innovative, customer-centric solutions that maximize business value

• Judgment: Prioritizes high-leverage opportunities and eliminates duplicative work to scale impact across the organization; guides teams through ambiguity with empathy while maintaining focus on clear business priorities and consistent delivery

• Influence: Acts as a trusted strategic advisor, leveraging deep expertise and cross-functional partnerships to influence senior-level decision-making and drive the adoption of human-centered strategies in service of high-stakes business outcomes

• Teamwork: Collaborates broadly, and contributes regularly to internal knowledge platforms and events; proactively and effectively aligns work to business needs, focusing on shared goals over their own agenda

• Communication: Translates complex data and behavioral findings into compelling narratives for senior stakeholders; ensures clarity in two-way dialogue across functions

Basic Qualifications:

• At least 4 years of professional experience in User Experience Research, Data Science, or Customer Experience Research

• At least 4 years of experience aggregating, collecting, and analyzing quantitative and quali