Market & CX Researcher

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

Market & CX Researcher

About the role

We are looking for a market research and CX professional to join our research team. Our team is at the heart of driving customer closeness across Capital One. We’re on a mission to inject evidence of our customers’ needs into our decisions, big and small, by working across research and design methodologies to drive action. We work across the organisation on an extensive range of initiatives; from designing new products and services, to laser focussing on our market and competitors. We do this whilst continually assessing our customer experiences. As a team, our impact is vast from long-term strategy through to driving tactical product development decisions.  

In this role, you will be a critical part of our growth and will focus on driving clear insight on our customers, their needs and key trends whilst also being a critical role in monitoring our end-to-end experiences. The role will work alongside our UX researchers as well as our Brand team, as well as partner cross-functionally across the business. 

What you'll do

Conduct research

• Frame, design and execute research projects in collaboration with peers, research operations and external partners

• Conduct mixed method research projects in collaboration with your peers, research operations and external suppliers

• Run & improve our customer experience programmes in collaboration with your team and stakeholders

• Foundational data analysis with an ability to turn raw data in to meaningful insights

• Synthesise insight from a range of sources (internal & external) to address key questions e.g. how our competitors are responding to consumer needs

• Working with different vendors and managing external relationships

Collaborate, Share Knowledge &  Create Impact

• Work closely with UX researchers and Brand peers to identify an impactful roadmap of research

• Drive engagement with our research and insights by engaging a diverse range of stakeholders in our insights

• Present and communicate research and analysis clearly and effectively across the business in engaging and useful formats

What we're looking for

• Clear hands-on experience in research and insight, running projects end-to-end across quantitative and qualitative methodologies

• A strong research tool kit, including familiarity with sources of market insight and data and customer experience tools 

• Ability to work across multiple projects and studies, going on simultaneously and working with outside vendors where required

• Strong analytical skills with proven ability to analyse raw data 

• Critical thinking skills, driving an ability to identify research opportunities and execute initiatives to a high standard

• A storyteller, able to consolidate and synthesise research findings in a compelling and engaging format

• Desire and curiosity to learn about credit and lending

Essential Qualifications

• Proven mixed-methods research experience within an agency or in-house environment. 

• Candidates with strong analytical backgrounds or from alternative insight disciplines are encouraged to apply too

• Bachelor’s degree or higher in research, psychology, sociology, marketing or other related field

Preferred Qualifications

• Experience collaborating with analytical, product and design partners

• Familiarity with brand research or competitive analysis

• Business analytics understanding

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 our London or Nottingham offices.  

We have a hybrid working model which gives you flexibility to work from our offices and from home. 

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.