User/UX Quantitative Research Director
Center 1 (19052), United States of America, McLean, Virginia
User/UX Quantitative Research Director
We are seeking a User Research Director to lead a multi-functional team of research specialists and to help develop and execute a strategy for using human-centered insights to drive strategic decision-making at Capital One's Enterprise Design organization. The role will focus on quantitative research methodologies.
This role will lead a horizontal research team consisting of research specialists who conduct strategic research and coach and advise teams on user research, digital analytics and research operations. The team ensures our business partners are leveraging meaningful user insights to drive decision-making.
We are currently seeking a Head of Research to join our team to focus on strategic level insights and research with a focus on quantitative methodologies. 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.
This is a growing team, so the ability to attract and develop diverse talent on the team is paramount.
Responsibilities
Strategy & Planning
- Collaborate with design, technology, product, and business teams to ensure research strategies and resources are aligned to the highest priorities and areas of impact
- Represent the associate/user voice at the strategic and leadership level
- Communication and elevate the value of user insights across portfolios
- Engage in portfolio prioritization to help set the research strategy and roadmap for the team
- Define standards and best practices for a mature research function
- Embrace and advocate for an experience mindset
- Be able to zero in on the key "Why" in order to drive creative yet practical problem solving
- Work with senior leadership to define and execute short and long term organizational strategy to maximize the team's impact and healthy team growth
- Manage key Insights functions: Research Practice, Knowledge Management & Sharing, Research Operations, and Data Analytics
Execution & Delivery
- Demonstrate fluency of research tools and techniques to measure success, present opportunities, and support decision-making and prioritization utilizing qualitative and quantitative research methods
- Guide team members and partners in research planning, alignment, execution, analysis, and follow-up
- Advance research strategy to drive continued maturity of the role of insights in product and business execution
- Connect the dots on the role of user insights in business/product success for stakeholders and leadership, across portfolios and enterprise, thus driving cultural change customer-centered mindset
- Identify key areas of opportunity to apply and/or scale user insights and research practices within the organization
- Drive decision-making using carefully applied user metrics
- Participate in hiring by reviewing resumes, conducting interviews
Basic Qualifications
- At least 7 years of experience with user, product, or market research
- At least 2 years of leading a user research team within a cross-functional organization
Preferred Qualifications
- Advanced degree (including PhD) in social sciences, human factors, cognitive science, human computer interaction or behavioral economics
- Experience leading large bodies of work, research strategy, and teams, employing agile practices
- Comfortable working with enterprise, risk and legal teams
- Familiar with conducting and analyzing research for cross channel experiences
- Comfortable with ambiguity, working with a variety of business partners (with varying levels of UX maturity) to deliver outcomes
- Experience managing a cross-functional team of qualitative researchers, quantitative researchers, research strategists, and research operations
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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