Capital One Lead Service Designer Manager Level - Data 

United States, Virginia, Arlington 

306937020

The Servicing and Support Experiences (SSX) design team is currently seeking a Lead Service Designer. We design for both associate-guided and digital interactions to bring clarity, simplicity, and convenience to customers wherever they are in their journey, and resolve their needs across any channel. We are looking for a human-centered, strategic designer with a strong background in applying creative, analytical, and data-backed knowledge to complex service design challenges for internal users. In this role, you will apply both your analytical and strategic skills to harness data, uncover opportunities, and define solutions that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers in envisioning and creating experiences and strategies for internal users across channels and platforms to improve our data and decisioning solutions to deliver faster speed of policies across our retail bank business, for example new checking and savings products, reducing fraud incidents, and protecting and enabling funds movement and availability. You will also be on the forefront of identifying and defining approaches for leveraging AI and other new technological solutions to improve the efficiency of our business and data scientist, analyst, engineer, and product managers’ experiences.

What You’ll Do:

As a leader and maker, you’ll be asked to handle a variety of responsibilities, including:

Strategy & Planning

• Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

• Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences

• Engaging in portfolio prioritization to help set the strategy for the team

• Managing through shifting priorities to provide clear direction and input on product definition

• Working across lines of business to improve working models to deliver against shared goals

• Mapping complex platform and product ecosystems to identify pain points and envision a future state

• Advocating for the customer and users through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal experiences across in-person and digital touchpoints

• Creating and facilitating design led workshops to engage and build alignment across different partners and teams

• Championing prioritization of design-centered product enhancements grounded in research and analysis, such as design thinking and service design methodologies

• Connecting with design community peers by learning, sharing, and teaching

• Working with analysts to drive data-backed prioritization and business cases that achieve key results and objectives.

Discovery & Delivery

• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

• Demonstrated leadership and aptitude indices

• Guiding team members in strategy, research, alignment, analysis, and content design execution tasks

• Creating new service design tools and methods that can be scaled across use cases, and leading others in the process

• Participating in end-to-end product and experience design by:

  • Working with researchers to understand customer needs and define opportunities through usability and empathy studies

  • Audit existing and blueprint new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation

  • Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools

  • Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines

  • Supporting effective storytelling and presentation of visual concepts to various stakeholders

  • Crafting strategies, gaining buy-in across teams, and defining working models to execute against strategy

  • Partnering in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications

• At least 5 years of experience in service design, design strategy, human-centered design, or design thinking tools and methods

Preferred Qualifications

• Bachelor’s degree or military experience

• Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields

• Experience designing for cross-channel experiences, data-heavy experiences, and/or complex enterprise systems

• Experience with design tools, such as: Figma, Lucidspark, and/or Adobe Creative Suite

• Familiarity with working in an established design system

• Experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations

• Familiarity with technology trends and AI

New York City (Hybrid On-Site): $163,300 - $186,400 for Manager, DesignThis role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.