Director, Research & User Intelligence, Auto Finance
About The Position
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. The goal of Experience Design Research (XDR) is to accelerate teams’ learning velocity – providing product teams with the user knowledge they need to design and deliver useful and usable experiences. You will provide learning velocity through a structured and systems-oriented combination of primary research, quantitative analysis, and various data inputs – creating cumulative user intelligence. You will also configure agentic models to enable rapid concept testing, usability testing, and in-market assessments. You will partner closely with product and design stakeholders to ensure their learning needs are met and high-quality decisions are being made that benefit both the customer and the business. This leadership role requires mastery in human factors, digital product design, and quantitative data analysis. You have deep experience in triangulating, analyzing, and extracting insights from various sources of quantitative and qualitative data. Our Financial Services line of business is focused on all dimensions of the car buying and refinancing experience. End users of our products include car buyers, dealership associates, and Capital One associates. You will serve as a cross-functional bridge, uniting product, engineering, design, and diverse stakeholder groups – fueling them with insights to create useful and usable experiences for all user types. This role is deeply embedded within FS’s business units and partners closely with Design and Product leadership on driving our shared agenda forward.
Requirements
- At least 5 Years in User Experience Research, Data Science, Customer Experience, or Product Management
- At least 5 years of experience aggregating, collecting, and analyzing qualitative and quantitative data
- At least 2 years managing researchers, analysts, or data scientists
Nice To Haves
- 7+ Years in User Experience Research, Data Science, Customer Experience, or Product Management
- 7+ years of experience aggregating, collecting, and analyzing quantitative data
- 5+ years managing researchers, analysts, or data scientists
- Expertise developing AI-enabled continuous discovery tools or programs.
- Experience extracting insights from synthetic data and personas and building automated research workflows.
- Experience with performance management, career coaching, and attracting and hiring top talent.
- Exceptional communication skills; ability to influence senior executives
- Expertise in Human Factors, Statistics, Computer science, HCI, Psychology, Sociology, Information Systems Architecture, Data Science, or Behavioral Economics
Responsibilities
- Build cumulative user intelligence: Generate, curate, feed, and maintain user intelligence to inform product and experience strategy
- Create and maintain research and testing agents: Configure agents to extract insights from existing intelligence, conduct interviews, and conduct testing of concepts, experience prototypes, and live experiences
- Build and maintain continuous discovery program: Make real and synthetic users available to product teams for discovery purposes.
- Enable Experience Measurement: Partner with CX teams and designers to establish domain-specific experience metrics, ensure instrumentation, develop dashboards, and conduct analysis to determine critical correlations
Benefits
- comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
