Lead Service Designer

The Experience 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 passionate about human centered design methods, advocating for user needs, and delivering world-class products that redefine our customers’ day-to-day financial activities and amplify our associates’ ability to support them. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

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
• 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
• Playing a critical role in defining 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 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

• Driving early product 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 product and experience design by:
  • Planning project activities and timelines
  • Planning and conducting research to understand customer needs and define opportunities through empathy studies
  • Framing problems, defining insights, and designing new methodologies/practices to serve customer needs
  • 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
  • Planning and facilitating workshops with stakeholders to align with business needs
  • Designing within existing – and creating new – standards to contribute to our internal design system, best practices, and guidelines
  • Storytelling through business acumen and presenting 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 6 years of experience in service design, design strategy, or human-centered design
• At least 6 years of experience with design thinking tools and methods
• At least 5 years of experience planning, executing, synthesizing, and presenting research
• At least 5 years of experience blueprinting existing and new digital experiences, identifying opportunities and solutions for improvement and experimentation
• At least 4 years of experience leading a design team

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
• Experience working within a large Enterprise environment, designing for data-heavy experiences, and/or complex enterprise systems
• Experience working with Product and Tech partners, including sharing design thinking methodology and design work
• Familiarity with design and prototyping tools, particularly Figma