Lead Director of User Experience Research and Strategy

19 hours ago


Dinan, Bretagne, United States Capital One National Association Full time

At Capital One National Association, we're committed to delivering memorable, meaningful customer and associate experiences that build our brand with humanity and drive business advantage.

The Sr Director, Experience Design Research role is a key part of our Experience Design (XD) organization, responsible for accelerating product teams' learning velocity through discovery, testing, and assessments. This position involves collaborating with product managers, designers, and engineers to articulate learning needs, research roadmaps, and track insights across the internal enterprise product areas.

This leader will maintain close relationships with research peers across Capital One, identifying opportunities to re-use learnings and collaborate on research serving multiple lines of business.

Main Responsibilities
  • User-Centered Insights: Deliver actionable insights by collaborating with product teams to identify user needs, map experiences, ensure problem-solution fit, evaluate usefulness and usability, and prioritize user needs.
  • Business Acumen: Understand Capital One's business processes and competitive landscape to shape how research engages and what it delivers.
  • Influencing Others: Build and maintain trusted relationships with business, product, design, and engineering partners to encourage a learning mindset.
  • Research Expertise: Establish direction and expectations for design research practice, seeking novel methods and technologies to accelerate learning velocity.
  • Problem Solving: Develop strategies to accelerate learning, oversee research intake, and collaborate with Research Operations to provide tooling and education.
  • Transformational Leadership: Hire and develop a high-performing research leadership team and individual contributors.

Salary Information: The estimated salary for this role in New York City is between $272,600 and $311,200 per annum, depending on experience.

This position comes with performance-based incentive compensation, which may include cash bonuses and/or long-term incentives. Additionally, Capital One offers a comprehensive benefits package supporting total well-being.

Required Qualifications
  • A minimum of 10 years of applied user experience research experience.
  • A minimum of 8 years managing user experience research teams in large corporate enterprises.
Preferred Qualifications
  • 12+ years of applied user experience research experience, including conducting quantitative or qualitative primary research, data analysis, and survey data or behavioral analytics.
  • Experience delivering, communicating, and presenting design research insights.
  • 10+ years managing user experience research teams in large, corporate enterprises.
  • 5+ years managing managers.
  • Exceptional business communications skills.
  • Proven ability to build relationship capital horizontally and vertically within large organizations.
  • Knowledge in Human Factors, User Experience Design, Psychology, Sociology, Communication, Information Architecture, Systems Architecture, Computer Science, Data Science, and Economics.


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