Enterprise Research Operations Lead (Principal Associate)

Capital One
Vienna, Virginia
Sep 09, 2022
Oct 08, 2022
Full Time
Towers Crescent (12066), United States of America, Vienna, Virginia

Enterprise Research Operations Lead (Principal Associate)

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.

We are looking for an Enterprise Research Operations Lead to join our enterprise design operations team.

As part of a high-functioning operations team that plays a critical role in the success of our products, you will be the point of contact between our experience design teams, researchers, product partners, key stakeholders, and research participants for questions. You will manage all aspects of the research process including working with teammates to find the right participants to meet the research goals, making sure all participants sign the necessary forms, scheduling and handling session logistics, and being the expert on research risk and compliance policies. We are looking for someone with outstanding organizational skills, the ability to juggle multiple demands, good judgment regarding sensitive materials, and a constant desire to improve how the team works.

In addition to the above, you will be integral in helping to improve research operations processes to support our experience products and platforms for customers and our associates. Communication, collaboration, flexibility, and organization will be key in planning and executing these processes and improvements. In return, you will learn our business and what it takes to run and scale a successful research team, who puts the customer at the center of all we do, as well as have direct exposure to top-notch research and design talent.

Core Responsibilities:

  • Keep apprised of and implement changes for all legal, risk and compliance requirements for conducting research
  • Schedule research participants for research studies, ensure proper set up (collecting forms, virtual connection, etc.)
  • Coordinate with other teams across Enterprise Product Experiences for best practices for recruitment and research
  • Educate and support research team and partners across the organization on research operations best practices
  • Assist in the management of research projects by tracking and propelling progress and providing operational expertise
  • Communicate risks, barriers, and progress to stakeholders in the research
  • Develop monthly and quarterly reports, sharing across various communications channels (email, confluence, slack)
  • Engage with enterprise operations team to standardize operations practices
  • Accurately and quickly identify and recruit internal employees for ongoing research activities
  • Conduct external participant recruiting by leveraging external recruiting vendors
  • Manage the planning, scheduling, coordinating, and tracking of research sessions
  • Precisely track all participant details and activities
  • Collaborate with research leads to ensure we are meeting research needs across the organization
  • Ensure video conferencing software is operating smoothly for remote research sessions
  • Provide technical and logistical support for in-person research studies conducted in our XD Research Lab
  • Organize research data such as recordings and files collected from research sessions
  • Understand and ensure that all risk and compliance policies related to research are followed
  • Coordinate with Research Operations Leads from other related teams as needed
  • Support multiple projects simultaneously
  • Document, encourage, and influence others to document key processes and procedures
  • Maintain positive working relationships in a diverse environment
  • Identify operation breakdowns and assist in create innovative solutions
  • Participate in hiring by reviewing resumes, conducting interviews and attending consensus

Basic Qualifications:

  • At least 5 years experience in a project management or coordination role

Preferred Qualifications:

  • Experience explaining process and best practices to different audiences and guiding stakeholders through processes and changes
  • Excellent oral and written communication skills, understanding when, why, and how to communicate with stakeholders about different activities
  • Experience creating or improving knowledge management practices
  • Understanding or familiarity of online design research tools such as User testing and Qualtrics, or a willingness to learn
  • Previous experience working within design, user experience (UX), research, or in a usability lab setting
  • Proficient in Google suite, including but not limited to: Drive, Calendar, Docs, Forms, Sheets, Slides
  • Strong attention to detail
  • Self starter: ability to think quickly and resolve problems in a fast paced environment

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

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