Manager - Service Designer (Tech)

Recruiting: NY - New York, United States of America, New York, New York

Manager - Service Designer (Tech)

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 Lead Service Designer to join our team. 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.  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 across in-person and digital touchpoints

• 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

• 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

• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

• Demonstrated leadership and aptitude inds

• Creating new service design tools and methods, and leading others in the process

• Participating in end-to-end product and experience design by:

  • Working with researchers to understand customer needs and define opportunities  through usability and empathy studies

  • Audit existing and blueprint new digital and in-person 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

  • 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 5  years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field

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

• Comfortable working with Product and Tech partners to deliver services and experiences

• Experience working in an Agile environment

• Experience designing for data-heavy experiences and/or complex enterprise systems

• Strong knowledge in product design processes

• Familiarity with design and prototyping tools, such as: Sketch, Invision and/or Adobe Creative Suite

• Familiarity with working in an established design system

• Experience managing a cross-functional team

At this time, Capital One will not sponsor a new applicant for emp