Senior Market & CX Researcher - Principal Associate

Overview

Senior Market & CX Researcher - Principal Associate at Capital One, based in London or Nottingham (Permanent).

About This Role

We are looking for an experienced Quant-focused Market & Customer Experience Researcher to join our research function at Capital One. The research team partners with cross functional teams to ensure human insight informs decisions, supporting long term strategy and tactical product development while continually assessing customer experiences and market/competitor dynamics. The role focuses on building insights about customers, their needs, and market trends, and monitoring end to end customer experiences. You will collaborate with cross functional partners to connect the dots, 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 product and strategy teams, helping shape plans and maintain focus on what matters most.

• Deepen Our Understanding: Help the company build a richer, human picture of customers and their behaviors to create products that resonate and add real value.

• Elevate the Customer Experience: Develop a deep, hands on understanding of the customer experience (CX) and how we measure up (e.g., with NPS), map customer journeys and study the competition to identify differentiation opportunities.

• Turn Insights into Action: Increase the visibility of key research findings across Capital One and ensure work translates into clear business outcomes rather than remaining in decks.

• Help Us Grow Smarter: Build and scale systems, processes, and tools that enable access to critical market, consumer, and brand insights.

• Champion Research Innovation: Keep market research practices at the cutting edge with a 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 and 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 toolkit, 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).

• Proactive organisational skills, including multi tasking across simultaneous projects and coordinating teams/vendors to meet 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 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 associates have flexible working patterns, so we're open to discuss flexible working arrangements.

What's In It For You

• Be rewarded with a role contributing to the roadmap of an organisation committed to transformation.

• We offer strong and diverse career progression, investing in developing great people through Capital One University training programmes and external providers.

• Immediate access to core benefits including pension, bonus, generous holiday entitlement and private medical insurance; with flexible benefits such as season ticket loans, cycle to work, and enhanced parental leave.

• Open plan workspaces and accessible facilities; Nottingham head office includes a gym, subsidised restaurant, mindfulness and music rooms. In London there are rooftop running tracks and on site café options.

What you should know about how we recruit

We pride ourselves on hiring the best people, building diverse and inclusive teams, and offering fair and accessible recruitment. We partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach. We have internal networks such as REACH, OutFront, Mind Your Mind, Women in Tech, and EmpowHER for development and support.

We also provide reasonable adjustments if needed. For adjustments or recruitment questions, contact or . Capital One does not provide or guarantee third party products or information through this site.

Who We Are

Capital One is building a leading information based technology company guided by values of collaboration, openness, and respect. We strive to help customers succeed by bringing ingenuity, simplicity, and humanity to banking. We are committed to diversity and to changing banking for good.