Senior Director, Identity & Virtual Card Experience Design

Capital One
Richmond, Virginia
May 14, 2022
Jun 13, 2022
Full Time
West Creek 8 (12080), United States of America, Richmond, Virginia

Senior Director, Identity & Virtual Card Experience Design

The Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. We are currently seeking a Sr. Director to lead our team. We are looking for a leader with a proven track record of developing a vision, driving the action plan, and leading design teams to inspire and empower them to deliver top-tier results. You will exhibit excellent people leadership skills to leverage the capabilities of peers, business partners, and associates along with the ability to effectively influence the Capital One executive leadership team. Strong business judgment, communications and analytical skills are essential.

You will be responsible for overseeing all Identity (authentication & verification) experiences, the Identity platform (for internal associates to leverage and build upon) and the VCN (Virtual Card Number) platform experience (virtual card number platform for internal associates to leverage and build upon). This will include creating and overseeing the strategy and design of the end customer experience as well as the associate platform experience to ensure associates onboard effectively and navigate the tools they need to design/build on these platforms. The core audience segments will cover CapitalOne customers, and associates across LOBs (Enterprise, Card & Bank, Co-Brand, Small Business and Canada).

The role requires design thinking & strategy setting, tight pulse on industry movements and tech advancements, heavy system-based thinking and strategy, and associate platform experience.

What we're looking for...
  • Track record of leading the product design for successful and widely respected customer experiences, associate platforms and services
  • Deep understanding of end user needs backed by experience designing products and services that meet those needs
  • Demonstrated ability to strategically influence and build consensus among senior leadership while representing and championing design
  • Ability to be involved in cross-LOB collaboration and stakeholder engagement.
  • Strong people leader of designers with the ability to communicate at all levels of the organization
  • Talent magnet in the team-building process with a history of hiring world class people and passionately supporting team needs and development
  • Experience leading concept-to-deliver design teams
  • Highly collaborative, energetic and results-oriented, working hands-on in a fast-paced software development environment
  • Ability to connect analytical data with practical solutions in a real-world environment
  • Demonstrated ability to employ judgment and experience to make rapid and complex decisions
  • Exceptional planning and execution skills
  • Deep curiosity and experience with market research to understand industry trends and best-in-class experiences
  • Passion to change the world through one's work

  • Drive seamless customer experiences for Identity & Presto card activation experiences
  • Drive comprehensive experience vision for Identity & VCN platform to be used by associates
  • Have a seat at the table as a core member of the Identity/Presto & VCN Leadership Team
  • Educate, advocate for, and advance design partnerships and relationships with senior level executives, business sponsors, and delivery partners
  • Frame metrics, goals, OKRs and evaluative benchmarks for Identity/Presto & VCN design outcomes, efforts, and methods
  • Engage and partner with all relevant Capital One groups to advance digital maturity of the Identity & VCN Platform Design
  • Represent Identity/Presto & VCN Experience Design in the larger Capital One Experience Design community and EP2.xd Community
  • Educate senior leadership about design capabilities
  • Define team, talent, partnership, and organizational models to support the design of Identity/Presto & VCN experiences
  • Coordinate LOB and local design needs with shared enterprise resources

Basic Qualifications:
  • Bachelor's degree or military experience
  • At least 8 years of experience in UX/UI design and design strategy
  • At least 5 years of experience in a people management role in design leadership

Preferred Qualifications:
  • MBA or Masters degree
  • Prior experience running customer experiences and platform experiences for internal and external audience
  • Demonstrated leadership of a cross-skilled experience team within a large scale, high tech company
  • The ability to strategically influence senior leadership as well as your team as a champion of human-centered design
  • A track record of envisioning, designing, and delivering successful enterprise platforms
  • A great listener and a crisp communicator, with strong business judgment and analytical skills
  • The ability to thrive within ambiguity, assess and synthesize complexity, and still find the north star that brings clarity and drives forward momentum
  • The desire to collaborate, learn and continue to evolve the team
  • Humility, judgment, and enthusiasm that creates great results AND a great culture
  • Experience navigating a complex and highly regulated ecosystem
  • Deep experience in early stage discovery or exploration efforts along with scaled execution approaches and methodologies

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

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.

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.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

Similar jobs