Senior Manager, Research & User Intelligence

Senior Manager, Research & User Intelligence Senior Manager, Research & User Intelligence (Individual contributor) This is a Hybrid position, 3 days/wk onsite.

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. As the Senior Manager of Research & User Intelligence for a product tower, you are responsible for accelerating learning velocity by defining and executing research programs that generate actionable insights to inform the creation of useful and usable solutions.

Expectations: The XD Research organization is seeking a Senior Manager of Design Research who can enter complex product domains—ranging from deep technical infrastructure and data-heavy platforms to front-end consumer applications—and quickly anchor the product roadmap in human-centered insights. In this role, you are expected to provide a rigorous, behavioral lens to technically dense or abstract problem spaces by conducting multi-method research with diverse cohorts of internal associates, enterprise users, and retail customers. This is an individual contributor role that requires a mastery of human factors , digital product design, information architecture, interaction design principles, product development lifecycle, qualitative and quantitative research methods, data analysis and triangulation, user experience metrics, and research platforms. The ideal candidate is a clarifier with deep experience navigating ambiguity, quickly building systemic mental models of new product spaces, and establishing research programs that scale. You possess a proactive, consultative approach to cross-functional partnerships, balancing deep expertise in qualitative and quantitative data triangulation with a fast-moving operational mindset.

Optimize and Scale Cumulative User Intelligence: Plan and conduct connected studies and establish data acquisition mechanisms that contribute to a collective body of user intelligence that fuels product teams’ planning and decision-making, while maintaining a high degree of governance and risk compliance Prioritize and lead rapid testing within the product development lifecycle: Create and evolve research agents and research platforms to accelerate learning velocity: extracting insights from existing intelligence repositories, conducting rapid discovery, concept, content, and usability testing Manage and Maintain Continuous Discovery Programming: Drive collaboration with research ops to enable partner teams to access their users to maximize empathy and understanding Support UX Measurement and Hypothesis-driven Design: Partner with CX, data scientists, analysts, and designers to identify and track domain-specific UX metrics. Assist in developing mechanisms to collect/measure UX metrics, conduct analysis using UX and other metrics to identify critical correlations between user behavior and business success. Conduct and Socialize Data Triangulation & Synthesis: Utilize behavioral analytics, quantitative data, and qualitative insights to produce actionable insights. Establish channels to socialize learnings to stakeholders in order to drive impact. Leadership Competencies Problem Solving: Designs scalable frameworks and vision-backed learning agendas to prioritize high-impact problems across multiple domains; leverages technical and data fluency to navigate complex trade-offs and drive innovative, customer-centric solutions that maximize business value Judgment: Prioritizes high-leverage opportunities and eliminates duplicative work to scale impact across the organization; guides teams through ambiguity with empathy while maintaining focus on clear business priorities and consistent delivery Influence: Acts as a trusted strategic advisor, leveraging deep expertise and cross-functional partnerships to influence senior-level decision-making and drive the adoption