Capital One

UX Researcher, Experience Strategy

Company:
Capital One
Location:
🇺🇸
Richmond, VA
Posted on:
June 20, 2022

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.

We are currently seeking a Researcher to join the Experience Strategy Team. Experience Strategy is a small, horizontal team of about 30 designers who serve our broader design team of more than 600+ associates working across all parts of Capital One’s business. Our mission is to define and drive universal practices in service of advancing our maturity as a design organization and empowering our teams to deliver their best work. Design research is at the heart of this work. We believe using empathy, curiosity and asking questions to understand our associates is core to delivering best in class services. You will be working to help us better understand our associates’ needs related to Tools, Design Practices and other critical initiatives.

The Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We champion a thriving environment of collaboration, authenticity, and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another.

What You’ll Do

You’ll be asked to handle a variety of responsibilities, including:

Collaboration & Connecting

  • Collaborate with a cross functional team to inform intuitive and engaging associate experiences
  • Translate complex ideas into understandable concepts that evolve and enhance the associate experience
  • Advocate for the associate through human-centered design methodologies
  • Champion prioritization of design centered experience enhancements grounded in research and analysis
  • Actively teach and mentor designers
  • Working with partners and teams across various geographies
  • Embracing and advocating for an experience mindset - this is as important to the work as the results

Discovery & Delivery

  • Demonstrate fluency with design research tools and techniques to measure success, present opportunities, and support decision-making and prioritization
  • Practice and help evolve the team’s research techniques and toolset to work effectively in cross-team collaboration
  • Participate in end-to-end experience design by:
  • Conducting in-person and remote research studies at all stages from discovery to validation, using a variety of methods to understand customer needs and define opportunities such as usability studies, card sorting, field studies, cognitive walk-throughs, contextual inquiry, participatory design.
  • Designing research studies to help us understand how associates are using design tools and where there are capability gaps in our tool suite
  • Conducting evaluations of proposed tools to ensure they meet associate needs
  • Helping designers and non-designers on project teams understand and apply research findings by framing problems, defining insights, and designing new methodologies/practices to serve customer needs
  • Distilling findings into clearly articulated and actionable insights to influence the direction of research for stakeholders
  • Facilitating and participating in workshops with internal and external stakeholders to align with business needs
  • Participate in presenting research and analysis clearly and effectively across various organizations by supporting, explaining, and demonstrating usability approaches and research to a variety of audience types from design experts to non-designers

Basic Qualifications

  • At least 4 years of experience with human centered research

Preferred Qualifications

  • Advanced degree or certifications in a design or research related field
  • Comfortable working with a variety of business partners and delivering outcomes

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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.comCapital 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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