Capital One Service Design Lead - Servicing Support Experiences SSX 

United States, New York, New York 

82908566

NYC 299 Park Avenue (22957), United States of America, New York, New York Service Design Lead - Servicing and Support Experiences (SSX)

In this role, you will lead a design team in conducting discovery on critical customer and associate needs and developing experience concepts that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers to map out complex front and back stage interactions across channels, platforms and users in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) and create roadmaps from pilot to experiences at scale.

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 service 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 value enhancements grounded in research and analysis

• Playing a critical role in solidifying 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 Project 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

• Providing constructive feedback in design critiques to raise the quality of thinking, communication, and execution

Discovery & Delivery

• Driving early product or service 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 service experience design by:

  • Planning project activities and timelines

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

  • 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

  • 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

  • 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 5 years of experience in service design, design strategy, or human-centered design

• At least 5 years of experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations

• At least 4 years of experience blueprinting existing and new digital experiences

• At least 4 years of experience with design and prototyping tools, such as Figma

• At least 3 years of experience leading design projects

​Preferred Qualifications

• 8+ years of experience in service design, design strategy, or human-centered design

• Bachelor’s degree or military experience

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

• Experience piloting services and operationalizing them into resilient service experiences

• Experience designing for internal users, particularly in complex or ambiguous problem spaces

• Experience working within a large Enterprise environment and collaborating with a cross-functional team

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

New York City (Hybrid On-Site): $163,300 - $186,400 for Manager, Design San Francisco, California (Hybrid On-Site): $173,100 - $197,500 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.