User Research & Insight Lead

Job Description

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

User Research & Insight Lead

Our Design Research philosophy at Capital One:

We take a rigorous approach to assessing the impact of our decisions, investing in monitoring and tools that allow us to gauge our impact and evaluate how well we are meeting our mission. The Design Research team is critical to this. We’re building a team that combines quantitative and qualitative measures effectively, mixing methods and creatively designing new forms of enquiry to suit our customers and our business agenda. This team sits at the heart of the Design team, driving tactical insight to help us optimise and improve existing products and service offerings. This team also underpins our long-term view, collaborating with Strategy to channel behavioural insights into our planning and future goals.

Conducting design research in a financial business is not for the faint of heart. Our success is measured through the success of our colleagues, it’s critical for us to build strong partnerships across the entire organisation as well as with colleagues in the US. We’re a heavily regulated industry and ensure we maintain the highest standards in how we plan, conduct and manage all our research work. It’s user-centred, colleague-centred, detailed work, but above all of this it’s rewarding.

What the User Research & Insight Lead will do:

• Evangelize the importance of Design Research and work with partners across the organisation to add user insight to all business decisions
• Manage a cohesive Design Research pipeline with a combination of routine, regular and ad-hoc insight requests
• Contribute to the usability, usefulness, and desirability of our products by acting as an advisor to delivery teams across the business (starting with colleagues in Design & Product)
• Conduct hands on qualitative user research studies when required, using our in-house lab (e.g. empathy interviews, ethnographies and/or contextual inquiries, diary studies, usability testing, etc.)
• Merge and synthesise data analytics and quantitative research to validate qualitative findings when required
• Present and communicate research and analysis clearly and effectively across the business in engaging and useful formats
• Create templates and guidelines, best practices, research documentation and raw data that optimises and facilitates a growing research team’s work
• Actively monitor and analyse research, data, and trends from internal sources, academic research, and industry published reports to inform, improve and reinvent (where appropriate) our research methods
• Lead on company-wide activities to build empathy for our current and future customers

What you bring:

• Proven ability to plan and lead generative and evaluative research to uncover new insights and validate concepts, producing actionable insights that can be picked up by Agile delivery teams
• Ability to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to large audiences
• Ability to adapt existing research methods and to define new research methods according to the organisation’s needs
• Multi-task across multiple projects and studies going on simultaneously and working with outside vendors where required to conduct research
• Strong organizational skills, able to act independently and able to meet tight deadlines
• The desire and curiosity to learn about the world of credit and build a Design Research practice with a strong commercial backbone

Basic Qualifications:

• Proven research experience within a digital environment across analytics, quantitative methods, UX testing and qualitative research
• Bachelor’s Degree in Research, Marketing or other related field

Preferred Qualifications:

• Experience in design-thinking methodology and workshop facilitation
• Business analytics understanding and delivery within brand and design team
• Experience promoting and teaching research best practices within a corporate environment
• Understanding of the banking sector specifically credit cards and lending

What’s in it for you:

• We offer exciting and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans and a cycle to work scheme
• Open-plan workspaces and facilities designed to inspire you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. Our London office hosts a rooftop running track and was recently recognised as one of Glassdoor’s ‘Unbelievable Offices’. Find out more through our UK careers site (http://www.capitalonecareers.co.uk/)

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 [email protected] . 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 [email protected]

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).