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

Senior UX Researcher

We are looking for a Senior User Researcher to join our Research team. 

Our Research team is at the heart of driving customer centricity in the business, helping Capital One identify and translate our customer needs into opportunities we can invest in. We work across the organisation on an extensive range of initiatives, from designing new products and services for our customers to cultural transformation and shaping our long term business strategy.

We take a rigorous approach to assessing the impact of our decisions, investing in monitoring and tools that allow us to gauge our impact and evaluate how well we are meeting our mission. The Research team is critical to this. Our team combines quantitative and qualitative measures, mixing methods and creatively designing new forms of enquiry to suit our customers and our business agenda. The research team helps drive tactical insight to help us optimise and improve existing products and service offerings, but also underpins our long-term view, working very closely with product, business, and design strategy in bringing behavioural insights into our planning and future goals. 

What you’ll do 

• Develop a roadmap of work across your dedicated areas of the business by engaging with your stakeholders, such as creating & hosting workshops to uncover where research can have the most impact. 

• Be able to clearly explain your reasoning behind chosen research approach & methodology to not only other researchers, but also those less familiar with research.  

• Work with both straightforward asks & ambiguous problem areas, identifying the appropriate methodology to use for specific research objectives 

• Lead research projects that contribute to the desirability, usefulness, and usability of our products, responding to strategy and delivery teams across the business. 

• Conduct hands-on user research studies (e.g. usability testing, user interviews, surveys, conjoint analysis, diary studies, etc.). 

• Present and communicate actionable findings clearly and effectively across the business in engaging and useful formats.

• Partner closely with product management, design, and technology teams to integrate research into the product lifecycle & measure impact. 

• Mentor and elevate junior researchers, contributing to the growth of the UX research team and its best practices.

• Lead on company-wide activities to build empathy for our current and future customers.

What we’re looking for

• Proven ability to plan and guide generative and evaluative research to uncover new insights and validate concepts, producing actionable insights that can be picked up by business, product, and design partners. 

• Strong stakeholder management. Ability to understand the needs of different areas of the business, effectively communicate project goals & meet deadlines

• Has experience with both qualitative & quantitative research methodologies, and has a mixed method mindset.  

• A drive to consolidate, document and present research findings, often from multiple sources, in short, concise, actionable, compelling stories to a wide range of audiences

• Capacity to adapt existing research methods to the organisation's needs.

• Experience managing multiple projects end-to-end, simultaneously.

• Hands-on research skills, as well as experience working with external vendors where required.

• Strong organisational skills and proactivity in coordinating teams and processes towards meeting deadlines

• Desire and curiosity to learn about credit and lending. 

• Motivation to help build a rigorous user research practice with a strong commercial backbone.

• A deep understanding and empathy for user needs and experiences.

• Experience of working in financial services or other regulated industries is a plus. 

Where and how you'll work

This is a permanent position based in our London office.  

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 one of our offices 3 days a week on Tuesdays, Wednesdays and Thursdays. 

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.

• Year after year we’ve been recognised as a great place to work. In 2025, Capital One was ranked 15th in the UK’s Best Workplaces™ list

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.