Senior Market & CX Researcher - Principal Associate

Location: City

White Collar Factory (95009), United Kingdom, London, London

Senior Market & CX Researcher - Principal Associate

About This Role

We are looking for an experienced Quant-focused Market & Customer Experience Researcher to join our research function at Capital One.

As a company we have a mission to make credit simple, and to achieve this we constantly strive for a more human-centred business. The research team is critical to this and partners with teams across the business in ensuring human-insight is at the heart of every decision. We influence initiatives from long-term strategy to tactical product development, whilst continually assessing customer experiences and market/competitor dynamics.

You will be a critical part of our growth, focusing on building insights regarding our customers, their needs, and market trends, while also monitoring end-to-end customer experiences. The role involves partnering closely with our cross-functional partners across the business, helping 'connect the dots' to identify challenges and opportunities, and drive change through actionable insights.

Key Responsibilities:

• Be the Voice of the Customer:
  Deliver insights about customer needs and market trends directly to our product and strategy teams, helping to shape their plans and keep our focus on what matters most.
• Deepen Our Understanding:
  Help the whole company build a richer, more human picture of our customers and their behaviors so we can create products that truly resonate and add real value.
• Elevate the Customer
  
  Experience:
  
  Get a deep, hands-on understanding of the customer experience (CX) and how we measure up (like with NPS), mapping customer journeys and studying the competition to find where we can stand out.
• Turn Insights into Action:
  Increase the visibility of our key research findings across Capital One, making sure our work doesn't just sit in a deck, but genuinely translates into clear business outcomes.
• Help Us Grow Smarter:
  Build and scale the systems, processes, and tools that make it easy for everyone to access and use critical market, consumer, and brand insights.
• Champion Research Innovation:
  Keep our market research practices at the cutting edge, driven by your passion for new ideas and a deep, forward-looking view of industry changes.

What You'll Do

Research Execution & Analysis

• Scope, design, and execute mixed-method research projects in collaboration with peers and external partners.
• Utilise primary qualitative and quantitative market research methods, including identifying macro market trends, analysing competitors, testing value propositions/messaging, and unpacking brand perceptions.
• Synthesise insights from a range of internal and external sources.
• Manage external vendor relationships; strengthen collaboration and identify opportunities for new partnerships.

Collaboration & Impact

• Present and communicate research and analysis clearly and effectively across the business in engaging and useful formats.
• Drive engagement with research and insights by involving a diverse range of stakeholders; 'connecting the dots' across dedicated 'outcome teams'
• Innovate practices and coach peers to continually improve the team's impact.

What We Are Looking For

• Clear, hands-on experience running end-to-end research projects across mixed (qualitative and quantitative) methodologies.
• Familiarity with advanced quantitative methods; conjoint analysis, max-diff, segmentation.
• Strong research tool kit, including experience with market insight data sources and customer experience tools.
• Exceptional critical thinking skills, with the ability to identify research opportunities and execute initiatives to a high standard.
• Strong analytical skills and ability to analyse raw data into meaningful insights.
• Compelling storytelling ability to consolidate and synthesise complex research findings into engaging formats that drive action across diverse audiences.
• Experience collaborating with cross-functional partners (e.g. Product, Data Science, Design, etc.)
• Proactive organisational skills, including multi-tasking across simultaneous projects and coordinating teams/vendors towards meeting deadlines.
• A proven ability to create impact and action, improving the status quo with your research.
• Desire and curiosity to learn about credit and lending.

Preferred Experience

• Bachelor's degree or higher in research, psychology, marketing, or a related field. (
  
  Note:
  
  Candidates with strong analytical backgrounds or from alternative insight disciplines are also encouraged to apply.)
• Experience working in highly regulated environments and/or Financial Services.

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We'd love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

Where and How You'll Work

This is a permanent position and can be based in either our…