Senior UX Researcher

📍 Job Overview

Job Title: Senior UX Researcher Company: Capital One Location: London, England, United Kingdom Job Type: FULL_TIME Category: User Experience Research / Product Development Date Posted: 2025-11-07 Experience Level: Mid-Senior Level (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• Lead and execute comprehensive user research initiatives to drive customer-centricity and inform product strategy within a leading financial services organization.
• Develop research roadmaps, engage proactively with diverse stakeholders, and translate complex user needs into actionable business opportunities.
• Apply a mixed-methods approach, combining qualitative and quantitative research techniques to uncover deep user insights and validate product concepts.
• Champion user empathy across the organization by presenting compelling, data-driven narratives and fostering a deeper understanding of customer needs.

📝 Enhancement Note: The role of a Senior UX Researcher at Capital One, a large financial institution, implies a significant focus on both tactical product improvement and strategic business impact. The emphasis on "commercial backbone" suggests that research outcomes will need to be directly tied to business objectives and measurable results, requiring a strategic understanding of the financial services landscape.

📈 Primary Responsibilities

• Develop and manage a strategic roadmap of research activities for dedicated business areas by collaborating closely with stakeholders, including Product Managers, Designers, and Business leaders.
• Design and lead end-to-end user research studies, employing a range of qualitative and quantitative methodologies such as usability testing, in-depth interviews, surveys, conjoint analysis, and diary studies.
• Clearly articulate and justify research approaches, methodologies, and findings to diverse audiences, including those with limited research expertise, ensuring buy-in and understanding.
• Translate complex research data into concise, actionable, and compelling narratives that drive product decisions and strategic planning, focusing on desirability, usefulness, and usability.
• Partner with product management, design, and technology teams to seamlessly integrate research findings into the product development lifecycle and establish metrics for measuring research impact.
• Mentor and coach junior UX researchers, contributing to the team's collective expertise and promoting best practices in user research.
• Lead company-wide initiatives to cultivate empathy for current and future customers among employees at all levels.
• Proactively identify ambiguous problem areas and define appropriate research methodologies to address strategic business questions and uncover new insights.

📝 Enhancement Note: The responsibility to "mentor and elevate junior researchers" and "lead company-wide activities to build empathy" signifies a leadership component in this senior role, extending beyond individual contribution to team development and organizational influence. The emphasis on translating research into "actionable insights that can be picked up by business, product, and design partners" highlights the critical need for strong communication and strategic alignment.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Design Research, or a related field is typically expected for a Senior UX Researcher role. Experience: 5-10 years of proven experience in planning, conducting, and synthesizing user research, with a strong portfolio showcasing end-to-end project ownership and impact.

Required Skills:

• Demonstrated expertise in planning and guiding both generative (exploratory) and evaluative (validation) research to uncover novel insights and assess product viability.
• Exceptional stakeholder management skills, with the ability to understand diverse business needs, communicate project goals effectively, and manage expectations to meet deadlines.
• Proficiency in a broad spectrum of qualitative and quantitative research methodologies, coupled with a strong mixed-methods mindset to leverage the strengths of each approach.
• A talent for consolidating, documenting, and presenting research findings from multiple sources into clear, concise, actionable, and compelling stories tailored for varied audiences.
• The capacity to adapt and innovate existing research methods to meet specific organizational needs and project objectives.
• Proven experience in managing multiple research projects concurrently from initiation to completion, ensuring timely delivery and high-quality outcomes.
• Hands-on user research execution skills, including expertise in conducting usability testing, user interviews, surveys, and diary studies.
• Strong organizational and proactive coordination skills to manage cross-functional teams and processes efficiently towards project deadlines.
• A deep understanding of user needs and experiences coupled with genuine empathy for users.
• A strong desire and curiosity to learn about the credit and lending industry.
• A proactive drive to help build and mature a user research practice with a robust commercial orientation.

Preferred Skills:

• Experience working within the financial services industry or other highly regulated sectors.
• Familiarity with advanced quantitative techniques such as conjoint analysis.
• Experience working with external research vendors.

📝 Enhancement Note: The requirement for "a strong commercial backbone" and "curiosity to learn about credit and lending" indicates that candidates are expected to understand the business context of their research and be willing to delve into the specifics of the financial services domain. The emphasis on adapting methods suggests a need for creative problem-solving beyond standard research playbooks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a track record of successfully leading research projects from initial scoping and planning through to actionable insights and impact measurement.
• Showcase case studies that clearly articulate the research problem, the chosen methodology, the research process, key findings, and the tangible impact on product design and business outcomes.
• Include examples of how research has informed strategic decisions, improved product usability, increased desirability, or addressed ambiguous business challenges.
• Present evidence of strong stakeholder collaboration, including how research findings were communicated and integrated into the product development lifecycle.

Process Documentation:

• Provide examples of how research plans were developed, including the rationale for methodology selection based on research objectives and business context.
• Showcase how research data was synthesized and documented, highlighting methods for ensuring accuracy and extracting key insights.
• Illustrate how research findings were translated into actionable recommendations and presented in compelling formats for diverse audiences.

📝 Enhancement Note: For a Senior UX Researcher, the portfolio is paramount. It should not only display research execution but also strategic thinking, stakeholder engagement, and demonstrable impact. The emphasis on "stories" and "actionable insights" means candidates should prepare to articulate the "why" and "so what" of their research, not just the "what."

💵 Compensation & Benefits

Salary Range: As a Senior UX Researcher in London with 5-10 years of experience, the estimated salary range is typically between £65,000 - £90,000 per annum. This range can vary based on specific experience, the depth of financial services knowledge, and the precise scope of responsibilities within Capital One.

Benefits:

• Competitive pension scheme.
• Performance-based bonus opportunities.
• Generous holiday entitlement, providing ample time for rest and rejuvenation.
• Comprehensive private medical insurance for health and well-being.
• Access to flexible benefits, allowing customization to individual needs.
• Season-ticket loans to assist with commuting costs.
• Cycle to Work scheme, promoting sustainable transportation.
• Enhanced parental leave policies to support new parents.

Working Hours: Standard full-time hours are expected, likely around 40 hours per week, with a hybrid work model requiring 3 days per week in the London office (Tuesdays, Wednesdays, and Thursdays).

📝 Enhancement Note: The salary estimate is based on industry benchmarks for Senior UX Researchers in London, considering the typical experience level and the company's standing in the financial services sector. Capital One is known for offering a competitive benefits package, which is reflected in the listed items. The hybrid model with specific office days is a key detail for work-life balance planning.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit and Lending). Capital One operates in a highly regulated and competitive industry, which influences its approach to innovation, risk management, and customer experience. This context means research must be rigorous, data-driven, and aligned with commercial objectives and compliance requirements. Company Size: Capital One is a large, global financial institution, indicating a structured environment with significant resources, a broad customer base, and opportunities for large-scale impact. This size also suggests established processes and a need for strong cross-functional collaboration across numerous departments. Founded: Capital One was founded in 1994. Its history as a pioneer in credit card innovation suggests a culture that values forward-thinking, data-driven decision-making, and a commitment to leveraging technology to improve customer experiences.

Team Structure:

• The Research team is described as being at the "heart of driving customer centricity," suggesting it's a well-integrated and valued function within the organization.
• Researchers work across an "extensive range of initiatives," implying a decentralized or project-based team structure, collaborating with various product, design, and business strategy teams.
• The team combines "quantitative and qualitative measures," highlighting a commitment to rigorous, data-informed research practices.

Methodology:

• The team employs a "rigorous approach to assessing impact," using monitoring and tools to gauge performance against mission objectives.
• They "mix methods and creatively design new forms of enquiry," indicating an adaptive and innovative approach to research design.
• Research underpins both "tactical insight" for optimization and "long-term view" for strategic planning, showing a dual focus on immediate improvements and future direction.

Company Website: https://www.capitalone.com/

📝 Enhancement Note: Capital One's positioning as a technology-forward financial services company means that UX research is likely viewed as a critical business driver, not just a support function. The emphasis on "commercial backbone" and "impact assessment" suggests that the company values research that directly contributes to business goals and ROI.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a "Senior" level, indicating a significant degree of autonomy, responsibility for complex projects, and the expectation to provide mentorship. It signifies a professional who can independently drive research initiatives, influence strategy, and contribute to the maturity of the research practice. Reporting Structure: While not explicitly detailed, senior researchers often report into a Head of UX Research, a Director of Product, or a similar senior leadership role within a product or design organization. They would likely collaborate closely with Product Managers, Designers, and Engineering leads. Operations Impact: The Senior UX Researcher's impact is central to Capital One's customer-centric strategy. By uncovering user needs and validating solutions, they directly influence product desirability, usability, and overall customer satisfaction, thereby contributing to business objectives such as customer acquisition, retention, and revenue growth. They also play a role in shaping long-term business strategy and cultural transformation through behavioral insights.

Growth Opportunities:

• Leadership Development: Opportunities to lead larger, more complex research programs, manage cross-functional research efforts, and potentially move into a Lead UX Researcher or management role.
• Skill Specialization: Deepen expertise in specific methodologies (e.g., advanced analytics, service design) or product areas within Capital One's diverse portfolio.
• Industry Influence: Contribute to the advancement of UX research practices within the financial services sector through internal best practices and potential external engagement.
• Mentorship & Coaching: Develop leadership and coaching skills by guiding junior researchers and contributing to team knowledge sharing.

📝 Enhancement Note: The "Senior" title implies a path towards leadership, either through managing people or becoming a subject matter expert guiding strategic research initiatives. The emphasis on "commercial backbone" means growth will likely be tied to demonstrating business impact and strategic contribution, not just research execution.

🌐 Work Environment

Office Type: The role is based in a "White Collar Factory" office in London, which typically signifies a modern, collaborative workspace designed for professional services firms. This suggests an environment that fosters teamwork and innovation. Office Location(s): The primary location is London, UK. Capital One also has an office in Nottingham, which is mentioned in the benefits section, hinting at potential cross-office collaboration or opportunities. Workspace Context:

• The hybrid model (3 days in office) emphasizes collaboration and connection, suggesting an environment where in-person interaction is valued for brainstorming, workshops, and team building.
• The office environment is described as "open-plan workspaces and accessible facilities designed to inspire and support you," with specific examples like mindfulness and music rooms in the Nottingham office, indicating a focus on employee well-being and productivity.
• The presence of a "Research team" implies a community of practice where researchers can share knowledge, tools, and support.

Work Schedule: A standard full-time work schedule is expected, with the flexibility of a hybrid model. The designated office days (Tuesdays, Wednesdays, and Thursdays) are structured to maximize in-person collaboration.

📝 Enhancement Note: The hybrid model and emphasis on collaboration suggest an environment that balances focused individual work with dynamic team interaction. The mention of specific amenities in the Nottingham office might hint at similar employee-focused features in the London workspace, reflecting a company culture that invests in its physical work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, likely focusing on experience with core UX research methodologies, stakeholder management, and relevant industry experience.
• Skills Assessment/Portfolio Review: Expect a session where you'll present your portfolio. This is a critical stage to showcase your research process, methodology, findings, and most importantly, the impact of your work. Prepare to discuss 2-3 key projects in detail.
• On-site/Virtual Interviews: Multiple rounds of interviews with various stakeholders, including other researchers, product managers, designers, and potentially senior leadership. These will assess your technical skills, problem-solving abilities, collaboration style, and cultural fit.
• Case Study/Exercise: A take-home assignment or an in-person exercise may be given to evaluate your ability to apply research principles to a specific problem within a given timeframe.

Portfolio Review Tips:

• Focus on Impact: For each project, clearly articulate the business problem, your role, the research methods used, key insights, and the tangible outcomes or impact on the product or business. Quantify impact where possible (e.g., "led to a 15% increase in conversion," "identified critical usability issues resulting in a redesign").
• Showcase Methodology: Explain why you chose specific research methods and how they were tailored to the project's objectives and constraints.
• Highlight Collaboration: Demonstrate how you worked with cross-functional teams (product, design, engineering) and effectively communicated findings to drive action.
• Tell a Story: Structure your portfolio presentations as compelling narratives that highlight your problem-solving process and strategic thinking.
• Tailor to Capital One: If possible, frame your experience in terms of financial services or complex, regulated environments, emphasizing your ability to understand user needs in such contexts.

Challenge Preparation:

• Anticipate Ambiguity: Be prepared for case studies that present ambiguous problems, requiring you to define the problem space, identify key questions, and propose a research plan.
• Methodology Justification: Practice articulating the rationale behind methodological choices, considering trade-offs, timelines, and available resources.
• Communication Strategy: Prepare to present your findings and recommendations clearly, concisely, and persuasively to a diverse audience, anticipating potential questions and objections.

📝 Enhancement Note: The "Senior" level implies a deep dive into strategic thinking and impact. Candidates should be ready to discuss how their research influences business strategy and drives tangible outcomes. The emphasis on "stories" and "actionable insights" suggests that the interview process will heavily scrutinize the candidate's ability to communicate research effectively and persuasively.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Proficiency in tools for usability testing (e.g., UserTesting.com, Lookback), survey creation (e.g., SurveyMonkey, Qualtrics), and participant recruitment.
• Collaboration Tools: Experience with platforms like Jira, Confluence, Slack, Microsoft Teams for project management, communication, and documentation.
• Prototyping/Wireframing Tools (Understanding): Familiarity with tools like Figma, Sketch, or Adobe XD to understand design outputs and facilitate feedback.

Analytics & Reporting:

• Survey Analysis Tools: Experience with statistical software or features within survey platforms for analyzing quantitative data (e.g., SPSS, R for advanced users, or Qualtrics/SurveyMonkey analytics).
• Data Visualization Tools: Familiarity with tools like Tableau, Power BI, or even advanced Excel/Google Sheets for presenting quantitative findings.
• Web Analytics (Awareness): Understanding of how tools like Google Analytics or Adobe Analytics can complement qualitative user research insights.

CRM & Automation:

• CRM Systems (Awareness): Understanding of how CRM data (e.g., Salesforce, internal Capital One systems) can inform user segmentation and research.
• Automation Tools (Awareness): Familiarity with how automation might impact user behavior or be used in research processes (e.g., automated survey distribution).

📝 Enhancement Note: While specific tools aren't listed, a Senior UX Researcher is expected to be proficient in a wide array of research execution and analysis tools. The emphasis on "rigorous approach to assessing impact" and "quantitative measures" suggests that familiarity with data analysis and reporting tools is crucial, beyond just qualitative research platforms.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core value, meaning all research and decisions should prioritize understanding and meeting customer needs.
• Data-Driven Decision Making: Emphasizing the use of rigorous research and analytics to inform strategy and product development.
• Collaboration & Partnership: A strong emphasis on working effectively across teams (Product, Design, Technology, Business) to integrate insights and drive unified outcomes.
• Innovation & Continuous Improvement: A culture that encourages exploring new methods, challenging the status quo, and constantly seeking ways to enhance customer experiences and business performance.
• Impact & Accountability: A focus on delivering measurable results and taking ownership of research's contribution to business goals.

Collaboration Style:

• Proactive Engagement: Researchers are expected to actively engage with stakeholders to identify research opportunities and integrate insights.
• Cross-Functional Integration: Research is not siloed but embedded within product development teams, fostering close working relationships.
• Knowledge Sharing: A culture that values sharing research findings, best practices, and learnings across the team and the wider organization.
• Constructive Feedback: Openness to receiving and providing feedback to improve research quality and team effectiveness.

📝 Enhancement Note: Capital One's stated values and the description of the research team highlight a culture that is both analytically rigorous and highly collaborative. The emphasis on "commercial backbone" suggests that research is valued for its direct contribution to business success, requiring researchers to be business-minded collaborators.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Regulated Industry: Balancing deep user understanding with the constraints and compliance requirements of the financial services sector.
• Driving Strategic Impact: Ensuring research insights are not just reported but actively influence key business and product strategies, especially in a large organization.
• Measuring Research ROI: Developing robust methods to demonstrate the tangible business value and return on investment of UX research activities.
• Integrating Mixed Methods: Effectively managing and synthesizing complex data from diverse qualitative and quantitative sources to create cohesive insights.
• Stakeholder Alignment: Gaining consensus and driving action from multiple stakeholders with potentially competing priorities.

Learning & Development Opportunities:

• Industry Expertise: Deepen knowledge of credit, lending, and financial technology through hands-on work and internal training.
• Advanced Methodologies: Opportunities to explore and implement cutting-edge research techniques and analytical approaches.
• Leadership Skills: Develop mentorship, strategic planning, and program management skills through senior-level responsibilities.
• Cross-Functional Exposure: Gain a broader understanding of business operations, product strategy, and technology development within a large financial institution.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, regulated industries. The "growth opportunities" align with career progression in operations-focused roles, emphasizing both domain expertise and leadership development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to develop a research roadmap for a complex area. How did you identify priorities and engage stakeholders?" (Focus on strategic planning, stakeholder management, and understanding business needs).
• "How do you approach research when faced with ambiguous problems or unclear objectives? Walk us through an example of how you defined the research questions and methodology." (Assess problem definition, methodological creativity, and strategic thinking).
• "Tell us about a situation where your research findings challenged existing assumptions or plans. How did you present this information and influence the decision-making process?" (Evaluate communication, influence, and ability to deliver difficult insights).

Company & Culture Questions:

• "What interests you about Capital One and the financial services industry from a UX research perspective?" (Assess research into the company and genuine interest in the domain).
• "How do you foster empathy for users within teams that may not have direct customer contact?" (Understand your approach to driving customer-centricity organization-wide).
• "Describe your experience mentoring junior researchers. What is your philosophy on developing research talent?" (Gauge leadership potential and team development approach).

Portfolio Presentation Strategy:

• Impact-First Storytelling: Begin with the business problem and the impact you achieved. Then, detail the research process that led to that outcome.
• Methodology Justification: Clearly explain why you chose certain methods, linking them directly to research questions and business objectives.
• Data Synthesis: Showcase how you distilled complex data into clear, actionable insights. Use visuals where appropriate.
• Stakeholder Engagement: Highlight how you collaborated with product, design, and business partners, and how your research influenced their work.
• Conciseness: Be prepared to present your key projects within a defined timeframe, focusing on the most impactful aspects.

📝 Enhancement Note: Interview preparation for a Senior UX Researcher at Capital One should focus on demonstrating strategic thinking, deep methodological expertise, strong communication and influencing skills, and a clear understanding of how research drives business value, particularly within the financial services context.

📌 Application Steps

To apply for this Senior UX Researcher position:

• Submit your application through the provided link on the Capital One careers portal.
• Curate Your Portfolio: Select 2-3 of your most impactful research projects that demonstrate end-to-end ownership, mixed-methods expertise, strong stakeholder collaboration, and measurable business impact. Tailor descriptions to highlight relevance to financial services if possible.
• Optimize Your Resume: Ensure your resume clearly outlines your years of experience, specific research methodologies employed, key achievements, and any experience in regulated industries or the financial sector. Use keywords from the job description.
• Prepare Your Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, articulating the "why" behind your methods, and quantifying the impact of your research. Practice explaining complex findings concisely.
• Research Capital One: Understand Capital One's business, its customer base, its approach to technology and innovation, and its stated values. Be ready to discuss why you are a good fit for their culture and mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.