Director, Research & User Experience Intelligence, Card

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
• 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

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 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
• 7+ Years in User Experience Research, Data Science, Customer Experience,orProduct 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
• At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
• The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations

Additional Information

Director, Research & User Experience Intelligence, Card 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. 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. Our Card Experience Design team is focused on the end-to-end customer and associate experience including customer acquisition, account management & servicing, fraud/disputes experience. As the leader of this portfolio, you will generate and enable insights that propel these experiences into their next frontier, delivering full-scale, industry-leading products.

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