Research Insights Strategist

Job Description

11 West 19th Street (22008), United States of America, New York, New York

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.

Research Insights Strategist

Research Insights Strategist

The Experience Insights (XI) team consists of research specialists who coach and advise the digital teams on user research and digital analytics strategy and execution. We are a close-knit group who thrives on team collaboration, having a growth and learning mindset, embracing humility amidst our successes, and supporting each other in shooting for stretch goals.

In Capital One’s Commercial Bank, the digital teams conduct their own research, so the work of the XI team is centered around streamlining and nurturing the path from research question to insight. This is accomplished through research leadership, strategic application of user insights, hands-on coaching, training, participant recruiting, and hosting events to increase collaboration across different teams and roles within the organization.

We are looking for an Insights Strategist to partner with our Credit Solutions product teams and help them define, plan, and execute a wide range of human-centered discovery and validation activities, as well as shepherd the product success metrics strategy. Credit Solutions is responsible for building best-in-class, in-house software for our Commercial underwriting and asset management teams. This work impacts both our internal teams as well as our external client experience.

What you will do

• Be the champion for Credit Solutions’ research strategy consisting of both qualitative user research and quantitative analytics to support and influence business strategy
• Work together with teams of product designers, product managers, product marketing managers, and developers to define and prioritize research needs across a breadth of experiences and platforms
• Advise and plan appropriate discovery and validation activities, such as design sprints, customer empathy interviews, collaborative design sessions, and synthesis workshops
• Coach and train individuals who are developing and conducting user research activities
• Foster holistic research strategy by leveraging multi-pronged inputs from both qualitative and quantitative methods such as surveys, empathy interviews, ethnographic/field research, diary studies, user/usability testing, behavioral analytics, and persona development
• Ensure the various research teams stay organized within our data management systems, i.e. templates and repositories
• Leverage analytics tools and quantitative techniques to measure success, present opportunities, and support decision-making and prioritization
• Work closely with the other XI team members to advance knowledge management across the entire Commercial organization
• Identify and champion opportunities for infusing a learning mindset throughout the organization and promoting transparency and accessibility to collective insights across teams and departments

What you should bring

• Excellent problem-solving skills with the ability to analyze situations, identify existing or potential opportunities, and recommend solutions
• Solid research skills coupled with big-picture thinking to develop long-term research strategies
• Ability to present complex qualitative and quantitative data to diverse audiences in an understandable format via excellent verbal and written and/or visual communication skills
• A bias for results, impact, collaboration, and positive community building
• Driven to continuously improve processes and the quality and impact of the team’s work and output
• Ability to think quickly, resolve problems, and multi-task across numerous projects and teams
• Ability to keep a calm and pleasant demeanor under tight, evolving, and sometimes unpredictable timeframes and priorities
• Deep understanding of design thinking, lean principles and practices, and user research methods
• Familiarity with digital product analytics and the relationship between qualitative and quantitative research methods
• Experience with coordinating projects and timelines

Basic Qualifications

• Bachelor’s degree or military experience
• At least 3 years of experience applying qualitative research methods

Preferred Qualifications

• Master’s Degree in Behavioral Science, HCI, Human Factors, Anthropology, Sociology, or Cognitive Psychology
• 3 years experience of full-life cycle research and inspection methods which occur from ethnography all the way to statistically-based user testing
• 2 years of working on enterprise-level experiences that span multiple channels such as web, mobile, and offline interactions
• 1 year of quantitative, behavioral analysis, and statistical concepts
• 1 year of managing digital product analytics with tools such as MixPanel, Amplitude, or Google Analytics
• 1 year of working as an engagement manager with external research agencies to conduct outsourced research projects
• 1 year of using design methods and user research data to influence business strategy and leadership

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.

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.

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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).