Lead, User Intelligence Research

Manager (Individual contributor) delivering User Intelligence Research to support select product areas within a tower/domain

This is a Hybrid position, 3 days/wk onsite.

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 User Intelligence Research Lead for your product areas, you will be responsible for accelerating learning velocity by supporting a structured, systems-oriented human intelligence system.

You will execute the Research organization’s vision: shifting from discrete, episodic UX studies to structured, connected research efforts to build cumulative user intelligence. You will plan and conduct research studies, utilize AI agents/skills, and enable human access platforms to support discovery, rapid testing, and assessment of user experiences. This is a high-level individual contributor role that requires a mastery of project leadership, technical fluency, business acumen, and the ability to produce actionable insights and encourage activation to ensure the development of useful and usable experiences.

Responsibilities:

• Build 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’ ongoing planning and decision-making.

• Provide rapid testing within the product development lifecycle: Utilize 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.

• Support Continuous Discovery: Partner with research ops to enable product teams to access their users to maximize empathy and understanding. 

• Support UX Measurement: Partner with CX, data scientists, analysts, and designers to identify 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 Data Triangulation & Synthesis: Utilize behavioral analytics, quantitative data, and qualitative insights to produce actionable insights.

Leadership Competencies

• Results Focus: Works independently to achieve business-critical outcomes; takes full ownership of the intelligence research learning agenda and decision-making.

• Influence: Acts as a subject matter expert to inspire teams to adopt research methodologies and activate insights.

• Collaboration: Builds productive partnerships with Analysts, Design, Product, and Engineering; seeks out diverse data sources to ensure a holistic view of the customer.

• 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 3 years of professional experience in User Experience Research, Data Science, or Customer Experience Research

• At least 3 years of experience aggregating, collecting, and analyzing quantitative and qualitative data

• At least 2 years of experience leading complex, multi-stakeholder projects or research programs

Preferred Qualifications:

• 4+ years of experience in User Intelligence, Human Factors, or behavioral data analysis.

• Experience conducting structured, quantitative jobs to be done studies

• Experience building automated research workflows 

• Proven track record of triangulating multiple data sources (behavioral analytics, survey data, and primary research) to inform product roadmaps.

• Advanced degree in Human Factors, HCI, Statistics, Data Science, or Behavioral Economics.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.