Senior UX Researcher

We are looking for a Senior User Researcher to join our Research team.

Our Research team is at the heart of driving customer centricity in the business, helping Capital One identify and translate our customer needs into opportunities we can invest in. We work across the organisation on an extensive range of initiatives, from designing new products and services for our customers to cultural transformation and shaping our long term business strategy.

We take a rigorous approach to assessing the impact of our decisions, investing in monitoring and tools that allow us to gauge our impact and evaluate how well we are meeting our mission. The Research team is critical to this. Our team combines quantitative and qualitative measures, mixing methods and creatively designing new forms of enquiry to suit our customers and our business agenda.

The research team helps drive tactical insight to help us optimise and improve existing products and service offerings, but also underpins our long-term view, working very closely with product, business, and design strategy in bringing behavioural insights into our planning and future goals.

What you’ll do

• Develop a roadmap of work across your dedicated areas of the business by engaging with your stakeholders, such as creating & hosting workshops to uncover where research can have the most impact.

• Be able to clearly explain your reasoning behind chosen research approach & methodology to not only other researchers, but also those less familiar with research.

• Work with both straightforward asks & ambiguous problem areas, identifying the appropriate methodology to use for specific research objectives

• Lead research projects that contribute to the desirability, usefulness, and usability of our products, responding to strategy and delivery teams across the business.

• Conduct hands-on user research studies (e.g. usability testing, user interviews, surveys, conjoint analysis, diary studies, etc.).

• Present and communicate actionable findings clearly and effectively across the business in engaging and useful formats.

• Partner closely with product management, design, and technology teams to integrate research into the product lifecycle & measure impact.

• Mentor and elevate junior researchers, contributing to the growth of the UX research team and its best practices.

• Lead on company-wide activities to build empathy for our current and future customers.

What we’re looking for

• Proven ability to plan and guide generative and evaluative research to uncover new insights and validate concepts, producing actionable insights that can be picked up by business, product, and design partners.

• Strong stakeholder management. Ability to understand the needs of different areas of the business, effectively communicate project goals & meet deadlines

• Has experience with both qualitative & quantitative research methodologies, and has a mixed method mindset.

• A drive to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to a wide range of audiences

• Capacity to adapt existing research methods to the organisation's needs.

• Experience managing multiple projects end-to-end, simultaneously.

• Hands-on research skills, as well as experience working with external vendors where required.

• Strong organisational skills and proactivity in coordinating teams and processes towards meeting deadlines

• Desire and curiosity to learn about credit and lending.

• Motivation to help build a rigorous user research practice with a strong commercial backbone.

• A deep understanding and empathy for user needs and experiences.

• Experience of working in financial services or other regulated industries is a plus.

Where and how you'll work

This is a permanent position based in our London office.

We have a hybrid working model which gives you flexibility to work from our offices and from home.

We’re big on collaboration and connection, so you’ll be based in one of our offices 3 days a week on Tuesdays, Wednesdays and Thursdays.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role…