Senior Director, Research & User Intelligence, Customer and Developer Experiences

Responsibilities

• The head of XD Research & User Intelligence for CDX is responsible for accelerating learning velocity and ensuring partner/stakeholder learning needs are met and high-quality decisions are being made that benefit both the customer and the business.
• This role requires mastery in executive leadership, human factors, digital product design, experience measurement, and analytical thinking and proficiency with product management principles, behavioral analytics, and quantitative analysis.
• Strategic Research Focus: Drive strategic research initiatives to tackle critical challenges. Ensure research efforts align with solving key problems and deliver value to both our customers and the company. Your insights will guide impactful decision-making.
• Proactive Research Alignment: Identify areas where research can have the most significant impact. Move beyond reactive projects to building intelligence programs
• Scalable User Experience Research: Define an approach to user experience research that prioritizes insights-driven decisions and impactful outcomes. Establish best practices, develop a research prioritization model
• Research Team Management: Lead and manage a team of user intelligence analysts/researchers
• XDR Leadership Team: Participate as a member of the XD Research & Human Intelligence leadership team
• Team Builder: Demonstrated track record of leadership, marked by self-awareness and a willingness to learn with an ability to recruit, develop and inspire top-tier professionals in areas where talent is in heavy demand
• Results orientation: Ability to set ambitious goals, remove obstacles and hold self and others accountable for achieving results for our customers and businesses
• Intellectually curious: Interested in understanding and experimenting with new leading edge technologies, organizational m

Additional Information

Senior Director, Research & User Intelligence, Customer and Developer Experiences 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 our XD Research & Human Intelligence team is to accelerate learning velocity - providing product teams with the user knowledge they need to create useful and usable experiences. We are looking for a seasoned Head of XD Research & User Intelligence for our Customer and Developer Experiences organization (CDX). The CDX organization owns the platforms used by Capital One developers to deliver web and mobile experiences to millions of customers. The 10-person research team spans 3 specific product areas: Experience Platform, Marketing & Messaging, and Developer Experience. This leader will excel at evaluating complex problems and utilizing systems thinking to develop connected and cumulative user intelligence solutions. You will collaborate closely with senior CDX leaders across business, design, product, and engineering. One of the most important aspects of this role is the focus on elevating our user research practice along with talent, recruiting, and building a world-class team.

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