Capital One is hiring: Director, Research & User Experience Intelligence, Card i

About the Role

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.

Role Expectations

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.

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 test 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.

Leadership Competencies

Results Focus

• Works efficiently and effectively to achieve business‑critical outcomes.
• Focuses on what matters and readily owns decisions.
• Identifies opportunities for integrated thinking across teams and departments.
• Continually pursues best possible results.
• Executes well to achieve appropriate results.

Influence

• Demonstrates personal leadership to achieve individual and team success.
• Guides, motivates and inspires others to think differently and deliver results.
• Knows how to navigate through the organization to get things done; utilizes formal and informal channels.
• Anticipates and addresses concerns of others to build buy‑in for recommendations and decisions.

Collaboration

• Collaborates and partners within and beyond one’s team; builds productive relationships with others.
• Is sought out by others for advice and solutions.
• Places team goals above one’s own goals.
• Seeks out and considers diverse points of view.

Communication

• Conveys information in a compelling and inspiring manner.
• Understands listener needs and appropriately tailors written and verbal communications.
• Delivers appropriate, direct and straightforward information.
• Creates understanding with two‑way dialogue and checks others’ interpretation.

Basic Qualifications

• 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 quantitative data.
• At least 2 years managing researchers, analysts, or data scientists.
• At least 1 year experience leveraging AI tools (Gemini, NotebookLM) to accelerate insight creation.

Preferred Qualifications

• 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/programs.
• Experience extracting insights from synthetic data/personas and building automated research workflows.
• Experience with performance management, career coaching, and attracting/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.

Equal Opportunity Employment Statement

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with applicable laws and regulations regarding criminal background inquiries.