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Capital One Design Strategist - Servicing Support Experiences Bank Mod United States, New York, New York 61804767
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What You’ll Do:
You’ll be asked to handle a variety of responsibilities, including:
Synthesizing primary and secondary customer research to identify key insights and opportunities to drive value for customers and the business
Synthesizing and analyzing performance data (reviewing dashboards, analytics and raw data sets on business performance and experience performance across channels) into actionable insights and concrete opportunities to drive customer and business impact
Conducting landscape and competitive analysis to identify and forecast emerging customer experience trends, threats, and opportunities
Creating strategic frameworks and facilitating strategy working sessions to help multi-disciplinary teams think about a market, opportunity spaces, risks, and customer needs to drive decision making, ideation and prioritization
Developing strategic recommendations that will drive growth, profitability, and competitive success for Capital One
Collaborating with teams to solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.
Evaluating the strategic, operational and organizational implications of experience concepts (e.g. impacts to operating model, impacts to different lines of business, implications for existing or new processes and capabilities)
Working closely with colleagues across Capital One including Research, Strategy, Design, Product, and Technology partners
Contributing and guiding teams through the human-centered design process (discovery, synthesis, ideation, design, and testing of new product and service concepts) to drive business intent and outcomes
Balancing multiple projects and programs concurrently
Our ideal candidate will have the following experience and skills:
Proficiency in strategy analysis methodologies including market and competitive analysis methods, trends analysis, problem framing and prioritization methods
Proficiency in analyzing data to deliver customer intelligence and market research insights
Proficiency in business case development in whitespace thinking - communicating analysis, customer trends, opportunity sizing, and business impact grounded in insights
Proficiency in evaluating strategies and concepts across customer desirability, business viability and feasibility with subject matter advisors
Impeccable written and oral communication credentials.
Champions unique viewpoints and unorthodox thinking to find unique solutions to customer and business problems
Comfortable traversing a large and complex organization to build relationships and influence with key stakeholders
Comfortable presenting work to large audiences and stakeholders of varying levels of seniority
Successful track record of thriving in a fast-paced, entrepreneurial and fluid environment
Familiarity with design thinking and human-centered design methodologies
Familiarity with digital and technology trends
Familiarity with the digital product lifecycle
Basic Qualifications:
At least 4 years of experience in design strategy, qualitative and quantitative analysis, customer intelligence, business analysis, experience strategy, innovation strategy, or strategy consulting
Preferred Qualifications:
Bachelor’s degree or military experience
Previous consulting experience in customer analysis related roles
Experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations
Experience with developing innovation and customer experience trend reports
Experience with developing strategic recommendations based on customer intelligence
Experience playing translator and connector between business and design teams.
Experience working with digital product, research, strategy, or design teams
Familiarity with working in design innovation environments
Familiarity with technology trends and startup ecosystem
Experience working within a large Enterprise environment and collaborating with a cross-functional team
Masters in Business Administration or comparable training is a plus
. 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.
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