Capital One Lead Service Designer Sr Mgr - Bank Modernization 

United States, New York, New York 

474862144

Lead Service Designer, Sr Mgr - Bank Modernization

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

• Advocating for the customer 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 banking experiences

• 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

• Playing a critical role in defining the strategic direction and roadmap with partners

• Presenting work comfortably to large audiences and stakeholders of varying levels of seniority

• Embracing and advocating for an experience mindset - this is as important to the work as the results

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

Lead & Develop Teams

• Building and leading successful teams by mentoring, coaching, and elevating others

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

• Leading your team through career development plans to encourage talent growth

Discovery & Delivery

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

• Creating new service design tools and methods, and leading others in the process

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

  • Planning project activities and timelines

  • Planning and conducting research to understand customer needs and define opportunities through empathy studies

  • Framing problems, defining insights, and designing new methodologies/practices to serve customer needs

  • Creating artifacts like personas, archetypes, and behavior modes to communicate customer behaviors, motivations, and needs to partners and other designers

  • Blueprinting existing and new digital 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

  • Planning and facilitating workshops with stakeholders to align with business needs

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

  • Storytelling through business acumen and presenting visual concepts to various stakeholders

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

Basic Qualifications

• At least 6 years of experience in service design, design strategy, or human-centered design

• At least 6 years of experience with design thinking tools and methods

• At least 5 years of experience planning, executing, synthesizing, and presenting research

• At least 5 years of experience blueprinting existing and new digital experiences, identifying opportunities and solutions for improvement and experimentation

• At least 4 years of experience leading a design team

Preferred Qualifications

• Bachelor’s degree or military experience

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

• Designing for cross-channel experiences

• Experience working within a large Enterprise environment, designing for data-heavy experiences, and/or complex enterprise systems

• Experience working with Product and Tech partners, including sharing design thinking methodology and design work

• Familiarity with design and prototyping tools, particularly Figma

Chicago, IL: $175,500 - $200,300 for Sr. Manager, Design McLean, VA: $193,000 - $220,300 for Sr. Manager, Design New York, NY: $210,500 - $240,300 for Sr. Manager, Design Philadelphia, PA: $175,500 - $200,300 for Sr. Manager, Design Richmond, VA: $175,500 - $200,300 for Sr. Manager, Design San Francisco, CA: $210,500 - $240,300 for Sr. 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.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.