Senior Manager, UX and UI Designer - Servicing & Support Experiences (SSX), Bank Servicing Lead

Senior Manager, UX and UI Designer - Servicing & Support Experiences (SSX), Bank Servicing Lead

We’re currently seeking a Senior Manager, Product Design to join our Experience Design, Bank Servicing Team. Whether self-service or assisted, the Bank Servicing team aims to create effortless servicing experiences for our Retail Banking products that save time, lower costs, and put customers first. This role would be leading our Extended Servicing team to craft, improve, and expand on our different agent-assisted servicing ‘case types’ to drive an efficient & satisfying servicing experience for our customers. 

 

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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. If you’re a creative innovator who embraces an environment where you can experiment and learn, we’d love to hear from you. 

Role Expectations 

As a Senior Manager of Product Design, you’ll combine your craft expertise and people leadership skills with an understanding of our customers and the business to co-create innovative solutions to complex problems, drive product strategy and create a thriving team culture of high performing designers.

Here are some of the expected competencies for this role:

• Product Design Expertise: Demonstrate established expertise in product design, leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and work with your team to develop artifacts that may include vision stories, user flow mapping, current state and user research, journey maps, blueprints, high-fidelity designs and prototypes

• Leadership: Reinforce a positive and inclusive team environment, set goals for the Extended Servicing area aligned to broader portfolio strategy, manage stakeholders and working with them to influence and manage a portfolio of work, remove barriers, and train and develop designers who are empowered to reach their potential and enabled to help the business to achieve its goals 

• Human-Centered: Advocate for human-centered methodologies that align customer and associate needs and business goals by applying data, research insights, design expertise and a mature perspective to problem-solving across the portfolio 

• Business-Focused: Demonstrate strong knowledge of products, operational processes, customers, competitors and broader market trends and use that knowledge to shape how Design should engage (i.e., actively managing the portfolio, pivoting, redirecting and broadening and narrowing scope, as needed)

• Problem-Solving: Demonstrate an expertise in tech and data capabilities and emerging technologies and use this knowledge to form innovative design strategies and help your cross-functional team move faster and navigate limitations in service of bold technological solutions

• Collaboration: Engage partner expertise and perspectives from across the organization to support workstream projects and identify the people needed to move the work forward, embracing compromise to solve strategic challenges and deliver the best results

• Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence stakeholders and achieve desired results

• Teamwork: Collaborate within the Bank Servicing team, building upon and aligning work to create consistency across our servicing experiences and support the direction of the larger Bank Servicing portfolio, creating an engaging and energizing team environment

The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.

Basic Qualifications

• At least 8 years of experience in a Product Design role

• At least 8 years of experience in design and prototyping tools such as Figma

• At least 2 years of experience in a people leadership role

Preferred Qualifications