Director, Design Research, Card

Capital One’s Experience Design 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 Experience Design Research is to accelerate teams’ learning velocity. We do this by conducting primary research studies, assessments, and testing. Additionally, we oversee democratized research/testing conducted by others. A key aspect of our role is to find and synthesize existing research and data to help teams acquire the knowledge they seek to make informed decisions.

As the Design Research leader across Capital One’s Card organization, you are responsible for leading a research practice that influences our end to end product ecosystem. You're able to think about the entirety of a customer's experience and how a given piece fits into the journey. You will partner with product and design stakeholders, create and execute learning agendas, and provide actionable recommendations to inform product experience decisions.

You are a master of research strategy and execution, driving the highest standards of analytical rigor, actionable insights, and scaled impact across multiple product areas. Your goal is to help product teams design and deliver useful and usable experiences to our customers.

This leadership role requires mastery in research strategy, executive influence, and organizational capability building.

• Learning Objective Clarity:
  Consult to domain multi-disciplinary product teams (design, product management, engineering) to develop and maintain clear learning agendas and research roadmaps. Define and refine primary research questions and objectives to align with business strategy and ensure the elimination of knowledge gaps within your domain.
• Research Execution:
  Utilize expertise and judgment to determine the best research methods and guide the production of research plans within your Domain. Oversee the creation of high-quality research artifacts and establish standards for conducting research sessions and providing effective touchpoints for all partners.
• Expert Analysis:
  Synthesize primary and secondary data across your Domain and drive the surfacing of relevant and actionable insights that answer research questions and ensure the timely production of all deliverables.
• Actionable Recommendations:
  Oversee the creation of useful, pragmatic, and concrete recommendations across your product areas. Ensure the tracking of recommendation actioning throughout the Product Development Lifecycle and ensure product teams can effectively implement recommendations.
• Scaled Impact:
  Opportunistically increase the altitude and aperture of research across your product areas. Ensure research findings create additional leverage and apply research to solve broader, more complex strategic problems across the organization.
• Research Enablement:
  Oversee portfolio-level consultation and coaching to help non-researchers conduct some types of research.

• Results Focus:
  Accountable for the measurable impact of research on key business objectives, ensuring that research investments translate into tangible results, building the organizational capability for rigorous measurement and fosters a culture of results-orientation and accountability across levels.
• Influence:
  Influences major product portfolios, shaping executive strategy and defining research’s contribution to critical business outcomes, building executive partnerships for vision and investment alignment and elevating research’s reputation and strategic role in the business.
• Collaboration:
  
  Fosters an environment where cross functional leaders align on strategic objectives, championing shared ownership for outcomes and effectively mediating complex inter-team challenges.
• Communication:
  Effectively shared research insights and work across multiple levels of altitude, seniority and job functions, modeling a strategic human-centered approach that makes the complex accessible, influences senior stakeholders, and achieves impactful results.

• At least 8 years experience…