Senior Market & CX Researcher - Principal Associate

White Collar Factory (95009), United Kingdom, London, LondonSenior Market & CX Researcher - Principal Associate

About This Role

We are looking for an experienced Quant-focused Market & Customer Experience Researcher to join our research function at Capital One. 

As a company we have a mission to make credit simple, and to achieve this we constantly strive for a more human-centred business. The research team is critical to this and partners with teams across the business in ensuring human-insight is at the heart of every decision. We influence initiatives from long-term strategy to tactical product development, whilst continually assessing customer experiences and market/competitor dynamics.

You will be a critical part of our growth, focusing on building insights regarding our customers, their needs, and market trends, while also monitoring end-to-end customer experiences. The role involves partnering closely with our cross-functional partners across the business, helping ‘connect the dots’ to identify challenges and opportunities, and drive change through actionable insights. 

Key Responsibilities:

• Be the Voice of the Customer: Deliver insights about customer needs and market trends directly to our product and strategy teams, helping to shape their plans and keep our focus on what matters most.

• Deepen Our Understanding: Help the whole company build a richer, more human picture of our customers and their behaviors so we can create products that truly resonate and add real value.

• Elevate the Customer Experience: Get a deep, hands-on understanding of the customer experience (CX) and how we measure up (like with NPS), mapping  customer journeys and studying the competition to find where we can stand out.

• Turn Insights into Action: Increase the visibility of our key research findings across Capital One, making sure our work doesn't just sit in a deck, but genuinely translates into clear business outcomes.

• Help Us Grow Smarter: Build and scale the systems, processes, and tools that make it easy for everyone to access and use critical market, consumer, and brand insights.

• Champion Research Innovation: Keep our market research practices at the cutting edge, driven by your passion for new ideas and a deep, forward-looking view of industry changes.

What You'll Do

Research Execution & Analysis

• Scope, design, and execute mixed-method research projects in collaboration with peers and external partners.

• Utilise primary qualitative and quantitative market research methods, including identifying macro market trends, analysing competitors, testing value propositions/messaging, and unpacking brand perceptions.

• Synthesise insights from a range of internal and external sources. 

• Manage external vendor relationships; strengthen collaboration and identify opportunities for new partnerships. 

Collaboration & Impact

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

• Drive engagement with research and insights by involving a diverse range of stakeholders; ‘connecting the dots’ across dedicated ‘outcome teams’

• Innovate practices and coach peers to continually improve the team's impact.

What We Are Looking For

• Clear, hands-on experience running end-to-end research projects across mixed (qualitative and quantitative) methodologies.

• Familiarity with advanced quantitative methods; conjoint analysis, max-diff, segmentation. 

• Strong research tool kit, including experience with market insight data sources and customer experience tools.

• Exceptional critical thinking skills, with the ability to identify research opportunities and execute initiatives to a high standard.

• Strong analytical skills and ability to analyse raw data into meaningful insights.

• Compelling storytelling ability to consolidate and synthesise complex research findings into engaging formats that drive action across diverse audiences.

• Experience collaborating with cross-functional partners (e.g. Product, Data Science, Design, etc.)

• Proactive organisational skills, including multi-tasking across simultaneous projects and coordinating teams/vendors towards meeting deadlines.

• A proven ability to create impact and action, improving the status quo with your research.

• Desire and curiosity to learn about credit and lending.

Preferred Experience

• Bachelor's degree or higher in research, psychology, marketing, or a related field. (Note: Candidates with strong analytical backgrounds or from alternative insight disciplines are also encouraged to apply.)

• Experience working in highly regulated environments and/or Financial Services. 

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 either our Nottingham or London offices.  

Our flexible, hybrid working model gives you the opportunity to work both remotely and in our offices, which provide great spaces for in-person collaboration.  

Our core office days are Tuesday to Thursday, but the number of days you actually spend in the office will be led by your team, the work you’re doing and your preferences. Many of our associates have flexible working patterns, so we’re open to discuss flexible working arrangements with 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.