Lead Design User Researcher - Senior Manager Level

$199,100 - $227,200/Yr

Capital One - Philadelphia, PA

Full-time - Senior

Philadelphia, PA

Credit Intermediation and Related Activities

About the position

The Lead Design (User) Researcher at Capital One is a senior management role focused on strategic level research to enhance customer experiences through human-centered design. This position emphasizes collaboration across various teams to translate customer insights into actionable product decisions, ensuring that the voice of the customer is represented in all aspects of product development. The role involves leading and mentoring a team, advocating for research-driven design practices, and managing complex projects that require innovative problem-solving and effective communication.

Responsibilities

• Collaborate with design, technology, product, and business teams to create engaging customer experiences across multiple projects.
• Translate research findings into insights that guide product decisions.
• Lead formative and foundational research to shape early product definitions.
• Engage in portfolio prioritization to set the research strategy and roadmap for the team.
• Advocate for the customer through human-centered research methods.
• Define standards and best practices for conducting research.
• Champion the prioritization of research and analysis for design-centered product enhancements.
• Work with partners and teams across various geographies.
• Lead and develop teams through mentoring and coaching.
• Guide team members in research planning, execution, and analysis.
• Navigate conflict resolution within the team and projects.
• Participate in hiring processes by reviewing resumes and conducting interviews.
• Demonstrate fluency in research tools and techniques to support decision-making.
• Conduct end-to-end product research using various methods to understand customer needs.
• Facilitate synthesis and knowledge mapping sessions, teaching research methodologies.
• Present and communicate research findings clearly across organizations.

Requirements

• Master's Degree in social sciences, human factors, cognitive science, human-computer interaction, or behavioral economics.
• At least 7 years of experience with user, product, or market research.

Nice-to-haves

• Ph.D. or certifications in a design or research-related field.
• Experience working with agile and legal teams.
• Familiarity with conducting and analyzing research for cross-channel experiences.
• Experience managing a cross-functional team.

Benefits

• Comprehensive health insurance coverage.
• Performance-based incentive compensation, including cash bonuses and/or long-term incentives.
• Competitive salary with location-based adjustments.