Senior Manager, Research & User Intelligence (Card Platforms & Data)

Capital One•McLean, VA

12d

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 Card Platforms & Data team is seeking a Senior Manager of Design Research to join our highly collaborative and multidisciplinary team of designers, product managers, analysts, and technologists. This individual contributor role is expected to provide a human-centered lens to a largely technical problem space by conducting multi-method research studies with both internal associates and customers. The ideal candidate has a proactive, collaborative approach to research to complement their deep experience in qualitative and quantitative research, human-centered interactions, and analytical thinking. Experience conducting research in technical spaces or internal platforms is of particular interest for this position, but not required.

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

Experience conducting research in technical spaces or internal platforms
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.