1+ months

Head of User Research

Capital One
London, OH 43140
White Collar Factory (95009), United Kingdom, London, London

At Capital One, were building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Head of User Research

Youll be joining a passionate Experience Design team which includes Design Strategists, Visual Design, User Experience/Interaction, Content Strategy, and leading a team of Researchers.

Youll grow to understand Capital Ones business, and discover and act on opportunities to help us become more customer-focused. You will help to evolve, improve and speed up how we gather our data and insights, across tools such as ethnography, diary studies, online remote testing, and other research techniques.

What you will do:

  • Manage a team of high-performing researchers, covering a range of methods including: ethnographic field studies, labbased usability studies, concept tests, and quantitative analysis from surveys and data mining.
  • Work cross-functionally with marketing, design, product management, and engineering to prioritize, plan, and deliver on research initiatives
  • Conduct user research (empathy interviews, ethnography and/or contextual inquiries, diary studies, usability testing, etc.) to influence brand, product and design partners.
  • Effectively influence the iteration of designs by pinpointing key data points from testing, reviews, etc.
  • Present and communicate research and analysis clearly and effectively across various organizations in engaging and useful formats
  • With your team, create usability templates and guidelines, best practices, research documentation and raw data that facilitate a growing research team's work
  • Actively monitor and analyze research, data, and trends from internal sources, academic research, and industry published reports to inform and improve our research methods
  • Evangelize the importance of design research and educate product teams new to design research methods in order to help them integrate real users into their design life cycle

What you bring:

  • Experience creating inspired, effective teams that make researchers clamor to work with you again
  • An ability to apply strategic thinking and business goals to user experience research
  • An ability to balance hands-on practice with stepping back to let your team of researchers shine
  • Deep knowledge of qualitative and quantitative UX research methods and tools, including lab and remote usability studies, ethnographic field studies, eye tracking, competitor evaluations, expert reviews, surveys, diary studies, RITE studies, in an agile environment
  • Demonstrable ability to select the most appropriate methodology to uncover both product strategy-level questions as well as usability issues, and, where necessary, to adapt the appropriate method or to define new research methods
  • Experience in user research across multiple devices, mobile, tablet & computer.
  • Ability to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to large audiences.
  • Experience with stakeholder management and the ability to schedule and manage multiple projects, including working with outside vendors where required
  • A consultative approach and a collaborative nature
  • Strong organizational skills, able to act independently and able to meet tight deadlines.

Basic Qualifications:

  • Bachelors Degree in HCI/UX, Social Science, Psychology, Research, or other related field, or equivalent experience.
  • Extensive experience in generative and evaluative user research within a digital environment.
  • Experience managing researchers

Preferred Qualifications:

  • Masters degree
  • Experience working on consumer and mobile products
  • Experience developing new research methods

Whats in it for you:

Bring us all this - and youll be rewarded with a role offering real responsibility and opportunity to play a key part in shaping Capital Ones future products.

We offer high performers strong and diverse career progression, investing heavily in developing great leaders through our Capital One University training programmes (and appropriate external providers).

Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

Open-plan workspaces and facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee caf.

Find out more through our UK careers site (http://www.capitalonecareers.co.uk/) or by exploring the @IAmCapitalOne Twitter page

Capital One is committed to diversity in the workplace.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).


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Head of User Research

Capital One
London, OH 43140

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