Manager, Experience Design Research

About Capital One Canada.

For 30 years weve been on a mission to change banking for good and build relationships by making credit accessible simple intuitive and rewarding. We want to help Canadians succeed with credit because we believe in people in our customers in our associates and in talent like you!

About The Team

Our Experience Design (XD) team doesnt just inform design; we help shape product strategy and experiences. You will lead a highly skilled team that bridges the gap between what the customer does (XD behavioral research) and how the customer feels (CX metrics). Were looking for a team player and leader who can lead a team to bring actionable insights and metrics forward and help our teams drive measurable outcomes and create incredible experiences for our customers.

About You

• Strategic Research Leader: You are an expert at building and scaling high-performing teams with a proven track record of hiring and coaching XD Researchers and CX Associates.

• Holistic Insights Strategist: You seamlessly harmonize top-down CX metrics (NPS CSAT Journey metrics) with bottom-up XD insights (ethnography usability discovery) to create a 360-degree view of the Canadian customer.

• Mixed-Methods Expert: You have a deep toolkit of qualitative and quantitative methodologies from conducting deep-dive customer interviews and contextual inquiries to managing CX measurement programs.

• Agile XD Practitioner: You are a pro at navigating the full XD research lifecycleutilizing lean and rapid testing (card sorting tree testing prototyping) within cross-functional agile teams to drive iterative design.

• Data-Driven Storyteller: You dont just report on user insights behavior and NPS trends; you translate them into compelling narratives that influence product strategy and design decisions.

• Impact-Focused Advocate: You believe research is only successful when it drives measurable outcomes. You use human-centered design to ensure every experience we build is simple intuitive and rewarding.

Key Responsibilities:

XD research strategy & planning

• Build manage and lead a high-performing team including XD Researchers covering a range of qualitative and quantitative research methods including customer interviews surveys contextual inquiries diary studies concept testing desirability testing card sorting tree testing usability testing and other research techniques.

• Work closely with product management and engineering partners to align XD researchers with priority cross-functional agile teams delivering digital experiences.

• Lead the team to adopt lean agile and rapid research approaches to drive iterative experimentation and innovative learnings that will impact our key experiences and innovations.

• Demonstrable ability to select the most appropriate methodology to uncover both product strategy-level questions as well as usability issues and where necessary to adapt the appropriate method or to define new research methods.

• Ability to lead key priority research initiatives as an individual contributor when required for key priorities.

• Actively monitor and analyze research metrics data and trends from internal sources academic research and industry published reports to inform and improve our research methods.

• Define standards and best practices for how XD research is done for the organization. Explore opportunities to democratize research support with partner teams where appropriate.

CX measurement strategy & planning

• Build and lead a robust CX measurement program mentoring a CX Associate to track analyze and report on NPS CSAT and end-to-end journey health metrics.

• Partner with strategy marketing product engineering and service teams to prioritize plan and deliver on CX measurement initiatives.

• Work closely with the team and partners to determine how to best leverage and drive outcomes from our CX metrics and insights.

• Present and communicate research analysis and CX metrics clearly and effectively across various organizations in engaging and useful formats.

• Define standards and best practices for how CX measurement is done for the organization. Explore opportunities to democratize research support with partner teams where appropriate.

Lead & develop teams

• Lead manage and elevate team members through career development mentoring and coaching

• Balance hands-on practice with stepping back to let your team of researchers and associates grow and develop their skills.

• Guide team members in strategy research alignment prioritization and analysis through lean and rapid research approaches

• Lead the team in creating templates and guidelines best practices and research documentation to facilitate a growing research teams work and decentralization where appropriate.

• Navigate conflict resolution within your team as well as within projects teams and partner relationships.

Basic Qualifications:

• Minimum 3 years experience managing and leading XD research teams (as a formal people leader).

• Minimum 5 years of experience in UX/CX Research with a proven track record in both qualitative (ethnography usability etc.) and quantitative (NPS etc.) methods within an Agile product environment working with product design and engineering teams.

• Minimum 5 years of experience working on consumer web and mobile app products.

• At least 3 years experience leading and reporting on CX measurement programs and metrics.

Preferred Qualifications:

• Bachelors Degree in Experience Design User Experience Human-Centered Design Customer Experience Social Science Psychology Research or other related field or equivalent experience.

• Proven ability to break down silos and unite cross-functional partners to turn research insights into business action.

• Strong business acumen with the ability to connect customer pain points directly to business KPIs and product strategy.

• Proven ability to deliver customer-centric solutions while navigating complex regulatory and legal requirements.

Working at Capital One.

Enjoy a hybrid work environment with 3 days in the office. Build a comfortable workspace with our one-time Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live wellphysically financially and emotionally. Receive support for you and those who are most important to you with full coverage for spouses domestic partners and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per yearand much moreyoull discover that Capital One is committed to helping you live your best life.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).