Senior Manager, Research & User Intelligence

Capital One • McLean, VA

7d • Hybrid

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. As the Senior Manager of Research & User Intelligence for a product tower, you are responsible for accelerating learning velocity by defining and executing research programs that generate actionable insights to inform the creation of useful and usable solutions. The XD Research organization is seeking a Senior Manager of Design Research who can enter complex product domains—ranging from deep technical infrastructure and data-heavy platforms to front-end consumer applications—and quickly anchor the product roadmap in human-centered insights. In this role, you are expected to provide a rigorous, behavioral lens to technically dense or abstract problem spaces by conducting multi-method research with diverse cohorts of internal associates, enterprise users, and retail customers. This is an individual contributor role that requires a mastery of human factors, digital product design, information architecture, interaction design principles, product development lifecycle, qualitative and quantitative research methods, data analysis and triangulation, user experience metrics, and research platforms. The ideal candidate is a clarifier with deep experience navigating ambiguity, quickly building systemic mental models of new product spaces, and establishing research programs that scale. You possess a proactive, consultative approach to cross-functional partnerships, balancing deep expertise in qualitative and quantitative data triangulation with a fast-moving operational mindset.

Requirements

• At least 4 years of professional experience in User Experience Research, Data Science, or Customer Experience Research
• At least 4 years of experience aggregating, collecting, and analyzing quantitative and qualitative data
• At least 3 years of experience autonomously leading multi-stakeholder projects or research programs

Nice To Haves

• 5+ years of experience in User Intelligence, Human Factors, or behavioral data analysis.
• Background in leading research in enterprise settings
• History of leading small to medium teams of researchers
• Experience conducting structured, quantitative jobs-to-be-done studies
• Experience leveraging AI tools (Gemini, Claude, NotebookLM) to accelerate insight creation
• Experience building automated research workflows with AI tools
• Proven track record of triangulating multiple data sources (behavioral analytics, survey data, and primary research) to inform product roadmaps.
• Advanced degree in Human Factors, HCI, Statistics, Data Science, or Behavioral Economics.

Responsibilities

• Plan and conduct connected studies and establish data acquisition mechanisms that contribute to a collective body of user intelligence that fuels product teams’ planning and decision-making, while maintaining a high degree of governance and risk compliance
• Create and evolve research agents and research platforms to accelerate learning velocity: extracting insights from existing intelligence repositories, conducting rapid discovery, concept, content, and usability testing
• Drive collaboration with research ops to enable partner teams to access their users to maximize empathy and understanding
• Partner with CX, data scientists, analysts, and designers to identify and track domain-specific UX metrics. Assist in developing mechanisms to collect/measure UX metrics, conduct analysis using UX and other metrics to identify critical correlations between user behavior and business success.
• Utilize behavioral analytics, quantitative data, and qualitative insights to produce actionable insights. Establish channels to socialize learnings to stakeholders in order to drive impact.

Benefits

• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior