Lead User Experience Researcher

White Collar Factory (95009), United Kingdom, London, London

At Capital One, we're 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.

Lead User Experience Researcher

Lead User Experience Researcher

At Capital One, we're building a leading information based technology company. Still founderled 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.

You'll be joining a passionate Design team which includes Design Strategists, Visual Design, User Experience Design, Content Strategy, and Researchers. You'll grow to understand Capital One's 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:

  • Improve the usability, usefulness, and desirability of our products in collaboration with UX Designers, Design Strategists, Product Managers, Software Developers, and other Stakeholders.
  • Conduct user research (empathy interviews, ethnographies and/or contextual inquiries, diary studies, usability testing, etc.) to influence product and design partners.
  • Present and communicate research and analysis clearly and effectively across various organizations in engaging and useful formats
  • 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
  • Leverage analytics tools and techniques to measure success, present opportunities, and support decisionmaking and prioritization
  • 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
  • Facilitate company-wide activities to build empathy for our current and future customers

What you bring:

  • The desire and curiosity to learn new skills and develop new methods of uncovering user needs.
  • Proven ability to plan and lead generative research to uncover new insights and opportunities for the company using a variety of methods.
  • Proven ability to plan and lead evaluative testing in person and unmoderated (using an online tool) to help generate new design concepts and actionable insights using a variety of methods in an agile environment.
  • Ability to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to large audiences.
  • Multi-task across multiple projects and studies going on simultaneously and working with outside vendors where required to conduct research.
  • Experience with stakeholder management and the ability to schedule and manage multiple projects.
  • Strong organizational skills, able to act independently and able to meet tight deadlines.
  • Ability to adapt existing research methods to the project's needs and to define new research methods according to the organization's needs

Basic Qualifications:

  • Bachelor's 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.

Preferred Qualifications:

  • Master's degree
  • Experience in design-thinking methodology and workshop facilitation
  • Experience teaching research best practices within a corporate environment.

Capital One is committed to diversity in the workplace.

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


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