Lead Service Designer

Employer
Capital One
Location
McLean, Virginia
Posted
May 05, 2022
Closes
Jun 03, 2022
Ref
R139507
Function
Finance
Hours
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Lead Service Designer

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 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
  • 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
  • Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
  • Demonstrated leadership and aptitude inds
  • Creating new service design tools and methods, 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
    • 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, design thinking tools and methods, or related field


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
  • Comfortable working with Product and Tech partners to deliver services and experiences
  • Experience working in an Agile environment
  • Experience designing for data-heavy experiences and/or complex enterprise systems
  • Strong knowledge in product design processes
  • Familiarity with design and prototyping tools, such as: Sketch, Invision and/or Adobe Creative Suite
  • Familiarity with working in an established design system
  • Experience managing a cross-functional team


At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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