Senior Director, Research & User Intelligence, Customer and Developer Experiences

Senior Director, Research & User Intelligence, Customer and Developer Experiences 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 our XD Research & Human Intelligence team is to accelerate learning velocity – providing product teams with the user knowledge they need to create useful and usable experiences. We are looking for a seasoned Head of XD Research & User Intelligence for our Customer and Developer Experiences organization (CDX). The CDX organization owns the platforms used by Capital One developers to deliver web and mobile experiences to millions of customers. The 10‑person research team spans 3 specific product areas: Experience Platform, Marketing & Messaging, and Developer Experience. This leader will excel at evaluating complex problems and utilizing systems thinking to develop connected and cumulative user intelligence solutions. You will collaborate closely with senior CDX leaders across business, design, product, and engineering. One of the most important aspects of this role is the focus on elevating our user research practice along with talent, recruiting, and building a world‑class team. Key Responsibilities Drive strategic research initiatives to tackle critical challenges. Ensure research efforts align with solving key problems and deliver value to both our customers and the company. Identify areas where research can have the most significant impact. Move beyond reactive projects to building intelligence programs. Define an approach to user experience research that prioritizes insights‑driven decisions and impactful outcomes. Establish best practices, develop a research prioritization model. Lead and manage a team of user intelligence analysts/researchers. Participate as a member of the XD Research & Human Intelligence leadership team. Lead and motivate a high‑performing team of professionals; provide people‑management leadership by hiring the best talent, setting goals, developing associates, managing employee performance and compensation decisions, promoting teamwork and handling performance management of the team. Build and maintain close working relationships with key internal and external partners to understand and influence business strategies, priorities and direction. You are a deeply technical research executive who is comfortable and effective at all levels of the organization. You are a strategic thought partner, capable of communicating and influencing senior leadership. You have the ability to collaborate across the enterprise, building relationships with key stakeholders. You have extensive experience building and leading world‑class teams with a balance of customer experience insights and business acumen. Demonstrated track record of leadership, marked by self‑awareness and a willingness to learn, with the ability to recruit, develop and inspire top‑tier professionals. Ability to set ambitious goals, remove obstacles and hold self and others accountable for achieving results for our customers and businesses. Intellectually curious, interested in understanding and experimenting with new leading‑edge technologies, organizational models and ways of thinking, with a track record of applying data and technology to enhance product delivery. Adept at establishing credibility with, and motivating and mentoring, designers, product managers, engineers, and business leaders, and engaging thoughtfully with senior executive committees. Demonstrated ability to employ root‑cause analysis, discernment and experience to make rapid and complex decisions. Basic Qualifications At least 8 years in User Experience Research, Data Science, Customer Experience, or Product Management. At least 3 years of experience aggregating, collecting, and analyzing qualitative and quantitative data. At least 2 years managing researchers, analysts, or data scientists. Preferred Qualifications 10+ years in User Experience Research, Data Science, Customer Experience, or Product Management. 10+ years of experience aggregating, collecting, and analyzing quantitative data. 7+ years managing researchers, analysts, or data scientists. Experience with developing AI‑enabled continuous discovery tools or programs. Experience extracting insights from synthetic data or personas and building automated research workflows. Experience with performance management, career coaching, and attracting and 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. #J-18808-Ljbffr Capital One National Association