Senior Director of Design for Associate Platforms and Tools

Capital One
McLean, Virginia
Sep 19, 2021
Oct 19, 2021
Full Time
Center 1 (19052), United States of America, McLean, Virginia

Senior Director of Design for Associate Platforms and Tools

At Capital One, we believe great products begin with a deep understanding of our customers. We are champions for the end-to-end customer experience, from marketing through servicing, across physical environments, digital tools, and service Agents. We've combined this human-centered approach with our heritage of data-driven decision making to design, build and test our way to truly enabling financial experiences. We've challenged ourselves to spend less time planning, more time doing, and, above all else, to see the world through the eyes of our customers as they work to understand and manage their money.

As a Senior Director of Design for Associate Platforms and Tools , you will shape the vision and digital strategy for our associate experiences in our cutting edge Capital One Cafes, Retail Branches, and call centers. In this role you'll be central to designing products that help ~5000 Capital One Cafe Ambassadors and Call Center Agents support customers and help them achieve a healthy financial future - one with less anxiety and more everyday joy.

Key Responsibilities:

- Oversee, inspire and mentor a team of 15+ strategists service and UX/UI designers to stretch and grow their leadership and operational skills; Oversee quality and efficiency of the work and create the space and support for learning and growth.
- Your team will envision, develop and promote industry-leading customer service experiences, mobile software and hardware products, and machine learning models to anticipate customer needs before the customer even interacts with us.
- Your team will also be responsible for managing the associate servicing platforms to ensure that 800+ engineers can deliver experience enriching context.
- Champion human-centered methodologies across all servicing Associate Tools

and Platforms for our Retail Bank and Card lines of business.
- Partner with Product, Technology, and Business unit leaders to understand

financial, technical, and experiential objectives, while influencing product and

experience agendas to deliver differential results.
- Drive innovation not only in customer-facing experiences but in practices and

processes that bring about world-class solutions.
- Collaborate with peer design leaders to orchestrate the greater experience

ecosystem, find efficiencies across shared technologies and common service

moments, and unlock higher order value from the cross-line-of business

- Recruit top talent, run a best-in-class team, and invest in their continued success.

Desired Experience and Characteristics:

- Demonstrated leadership of a cross-skilled experience team within a large scale, high tech

- A track record of envisioning, designing, and delivering successful enterprise platforms.
- The ability to strategically influence senior leadership as well as your team as a champion of human-centered design
- A great listener and a crisp communicator, with strong business judgment and analytical

- 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.
- Ability to connect analytical data with practical solutions in a real world environment.
- Experience navigating a complex and highly regulated ecosystem

- Deep experience in early stage discovery or exploration efforts along

with scaled execution approaches and methodologies

We believe that qualifications are a combination of many different competencies and experiences.

Basic Qualifications:

- Bachelor's degree or military experience

- At least 10 years of experience in a design leadership role

Preferred Qualifications:

- MBA or masters degree

- 15+ years experience in a leadership role leading Customer Experience,

Product Design, or related customer-facing innovation teams

- 5+ years leading and inspiring design teams (discovery through


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.

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

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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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