Lead, User Intelligence Research

Position Overview

Lead, User Intelligence Research Lead – Hybrid (3 days onsite). Capital One’s Experience Design organization builds memorable customer and associate experiences. This individual contributor role accelerates learning velocity by supporting a structured, systems‑oriented human intelligence system.

Responsibilities

• Plan and conduct connected studies to build cumulative user intelligence for product teams.
• Utilize AI agents, research platforms, and existing intelligence repositories to enable rapid testing in the product development lifecycle.
• Partner with research ops to provide product teams access to users and maximize empathy.
• Collaborate with CX, data scientists, analysts, and designers to identify domain‑specific UX metrics and analyze behavioral data to inform product decisions.
• Triangulate behavioral analytics, quantitative data, and qualitative insights to produce actionable research insights.

Leadership Competencies

• Results Focus – Own the research learning agenda and decision‑making.
• Influence – Act as a subject matter expert to inspire adoption of research methodologies.
• Collaboration – Build productive partnerships across analysts, design, product, and engineering.
• Communication – Translate complex data findings into compelling narratives for senior stakeholders.

Qualifications

• At least 3 years of professional experience in User Experience Research, Data Science, or Customer Experience Research.
• At least 3 years of experience aggregating, collecting, and analyzing quantitative and qualitative data.
• At least 2 years of experience leading complex, multi‑stakeholder research projects or programs.
• Preferred – 4+ years in User Intelligence, Human Factors, or behavioral data analysis.
• Preferred – Experience conducting structured, quantitative Jobs‑to‑Be‑Done studies and building automated research workflows.
• Preferred – Proven triangulation of multiple data sources to inform product roadmaps.
• Preferred – Advanced degree in Human Factors, HCI, Statistics, Data Science, or Behavioral Economics.

EEO Statement

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws.