Product Design Director (Individual Contributor), Customer Acquisitions and Management

Product Design Director (Individual Contributor), Customer Acquisitions and Management

We’re currently seeking a Product Design Director Individual Contributor (IC)  to join our Customer Acquisitions and Management team, part of the Experience Design organization. In this role, you’ll lead design execution and elevate craft excellence across high-impact programs. The role involves navigating organizational complexity across multiple lines of business and managing matrixed stakeholders to deliver best-in-class customer experiences to core revenue-driving products. 

 

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, learn, and change banking for good, we’d love to hear from you. 

Role Expectations 

As a Product Design Director IC on the Customer Acquisitions and Management, you’ll leverage your exceptional design skills to lead high-impact programs within revenue-generating products, navigating organizational complexity and delivering best-in-class customer experiences. You’ll define and drive design strategy that informs the higher-level vision of the organization and align to business objectives. You’ll collaborate deeply with our research teams and Product and Tech leadership and apply your expertise to elevating the quality and maturity of the design practice at Capital One.

Here are some of the expected competencies for this role:

Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. 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 develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes

Mentorship: Provide guidance, direction and mentorship to other design roles, such as product design, content design, research, operations, service design and motion design, and lead complex projects, directing the work of junior designers

Strategic Influence: Shape product direction and outcomes by leveraging deep product design expertise, user insights, and an understanding of the business. You'll drive alignment with cross functional senior leaders, ensuring user needs are central to our overall strategy and enabling bold, innovative solutions to complex problems.

Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations

Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges

Problem-Solving: Brings innovative solutions, thoroughly explores the solution space, clearly articulates constraints and balances facts, priorities, technical limitations and data to inform decision making

Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design 

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 senior stakeholders and achieve impactful results

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

Preferred Qualifications:

• 10+ years of experience in a product design role

• Has experience in a design toolkit that spans product design, ser