Senior Manager, UX Design Research
- Customer Service/Call Center
Job Title: Senior Manager, UX Design Research
Location: Vienna, VA, 22180, USA
Description: Towers Crescent (12066), United States of America, Vienna, Virginia
Senior Manager, UX Design Research
At Capital One, we think big and do big things. We were the first company to develop and offer mass customization and personalization of credit card products, and we have been innovating relentlessly ever since. Today we are a high-tech company, a scientific laboratory, and a nationally recognized brand all in one that reaches tens of millions of consumers. We are a passionate and entrepreneurial team that embraces bold ideas, fosters collaborations and delivers great experiences.
If you have the drive to build amazing digital products and experiences that impact the lives of millions, we want you! We’re looking for a product research professional with a highly consumer-focused mindset to join the USERLabs team and drive the design of solutions for our customers - solutions that rethink common online challenges, that invent new ways of connecting to customers, and that connect the physical world with the digital. We’re looking for someone who has the passion to understand and analyze user behavior and trends and use that knowledge to drive ground-breaking digital consumer products
You’ll be joining a team full of world-class user researchers who lose sleep over the best ways to truly understand our consumers!
What you’ll need to have to be a great fit for our role:
+ A passion and curiosity to learn about our technology-driven world and our customers
+ Experience leading human centered thinking or design thinking approaches to solving problems for our consumers
+ Experience leading and driving teams of researchers and even designers through a human centered design process
+ Experience leading design research to inform designs that solve real-world customer problems and pain points
+ A passion for driving product development informed by thoughtful, timely and appropriate research and design activities
+ Experience planning and facilitating qualitative research studies, such as empathy, ethnography, contextual inquiry, usability testing, or concept testing
+ Deep knowledge and understanding of a variety of user research methods, analysis and synthesis methods
+ Experience in journey mapping, blueprinting and other similar service design methods
+ A willingness to create new research methods to solve complex problems, adding to our robust research methodology
+ Experience planning, facilitating and analyzing quantitative research studies via remote research tools like UserZoom or usertesting.com
+ Experience using online survey and data analysis tools for discovering user and market trends
+ Experience with analysis of multiple data trend sources (social, analytics, customer feedback, customer service, etc.)
+ Experience in influencing others through compelling storytelling that reflects the heart of the research findings is even better!
+ An empathetic approach to identifying needs and solutions and discovering insights from the marketplace
+ Possess strong advocacy for users throughout the product development process – especially when disruption is necessary to put people first
+ A great communicator and storyteller (and can prove it) both written and in person
+ You don’t mind getting out and traveling to our internal and external customers 10-20% of the time
+ Strong vocabulary in design and technical disciplines
If those things up there sound like you, and you can check the box on these things down here, we want to talk with you.
+ Bachelor’s degree
+ At least 8 years of experience and proven success in translating business strategy and analysis into successful digital products
+ Masters or PhD degree in Behavioral Science, Computer Science (with Human-Computer Interaction focus), Human Factors, Human Computer Interaction, Anthropology, Cognitive Science/Neural Science, Psychology or Design Strategy
+ Experience with digital financial products, identity or online security management, or mobile technologies
+ Knowledge and/or practice of Design Thinking methodologies
+ Experience with remote research tools such as UserZoom, usertesting.com, dscout, and similar tools
+ Experience with Agile and Agile Usability
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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.
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