Service Designer, Commercial Experience Design

Capital One
New York, New York
Sep 23, 2022
Oct 22, 2022
Full Time
Locations: NY - New York, United States of America, New York, New York

Service Designer, Commercial Experience Design

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Come find out why Capital One is among the Time Magazine's 100 most influential companies and #10 on Fortune's list of Best Companies to work for.

It's a great time to join our Capital One Commercial Design Team and work for a growing, top 10 Commercial Bank in the US. Our design team solves complex problems at the forefront of rethinking digital business payments. If you are passionate about human centered design methods and a storyteller who embraces rolling up your sleeves to understand the interplay in processes and people we would love to hear from you.

We are currently seeking a Service Designer to join our commercial team to help connect the processes, applications, and people across our end-to-end services to build clarity across the organization. We want to talk to you if you have proven experience in leading a project, creating the approach, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.

In this role, you'll be engaging regularly with various tech, data science, product teams and other stakeholders across the organization. So, communication and documentation of your work are key here. You are a team player who thrives in a collaborative environment. You're a good, honest partner who doesn't hold back in seeking input and insights from others while offering constructive criticism and sharing your knowledge openly.

Our broader commercial design team champions 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 across the disciplines of the design craft.

What You'll Do:

You'll be asked to handle a variety of responsibilities, including:

Collaboration & Connection
  • Collaborating with technology, product, and business teams to uncover user needs and value proposition then translating them into intuitive and engaging digitaland in person experiences
  • Participating in translating complex ideas into understandable concepts that evolve and enhance the product/service experience
  • Advocating for the customer through human centered design methodologies (like design research, personas, collaborative work sessions facilitation and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints
  • Advocating for design methods with business partners to build a company wide design culture
  • 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, such as design thinking and service design methodologies
  • Connecting with design community peers by learning, sharing, and teaching

Discovery & Delivery
  • Supporting early product definition by working with partners to participate on discovery sessions that uncover customer pain points and opportunities
  • Demonstrated interest and aptitude in service design methods such as service blueprints, journey maps, system maps and stakeholder maps
  • Participate in end-to-end product and experience design by:
    • Understand customer needs and define opportunities through usability and empathy studies
    • Visualizing existing and future-state digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
    • Creating user flows and experience mapping illustrating key front-of-stage and back-of-stage interactions
    • Designing specific touchpoints through building interaction patterns, digital prototypes and other artifacts
    • 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 2 years of experience in applied service or experience design towards defining product or business requirements
  • At least 2 years of experience with service design methodologies
  • At least 2 years of experience designing for digital products

Preferred Qualifications

  • Bachelor's degree or military experience
  • Advanced degree, trainings, or certifications in service design, design, HCI (Human Computer Interaction), or related design fields
  • Background in psychology, anthropology, sociology, data science, HCI or design
  • Background in UX or experience working closely with UX designers and researchers
  • Experience with standard digital design tools (e.g. Figma, Sketch, Adobe Illustrator, Mural, LucidSpark, etc.)
  • A proven record of coordinating a team to deliver a vision or strategy you've helped articulate in complex or enterprise systems
  • Familiarity with working in an established design system

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.

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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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).