Senior Director, Design, Capital One Partnerships

Senior Director, Design, Capital One Partnerships

The US Card and Small Business Design team at Capital One is at the forefront of enriching, improving, and innovating the credit card journey from the moment a prospect starts shopping through their evolving spending and credit needs. 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 an innovator and storyteller who embraces an environment where you can experiment and learn, we would  love to hear from you. 

We’re seeking an established Design Leader to lead the Card Partnerships portfolio and team. You will work in close partnership with leaders in Product and Tech to shape the experience for both our consumer customers and merchant business partners with a focus on impact at scale.  

As the Senior Director of Design for Card Partnerships, you will have a point of view on our vision, and strategy to propel our Partnerships experiences into the future and connect our products in new ways that mutually benefit consumer customers and merchant business partners. In this role, you’ll be leading a program that touches every moment of the customer journey from the initial shopping experience through to establishing new customer relationships, deepening and expanding existing relationships through product and feature development, and supporting business-to-business capabilities and needs. You will be part of a leadership team to help manage the collective portfolio, staff resourcing, support the broader Design team, and drive overall innovation strategy. The ideal candidate for this role has a strong background in end-to-end customer research, service design, and design strategy (including in-store experiences) along with the core capabilities outlined below.

What You’ll Do: 

As a design leader, you’ll be asked to handle responsibilities, including:

Strategy & Planning

• Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences 

• Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital 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

Execution & Delivery

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

• Framing problems, defining insights, and designing new methodologies/practices to serve customer needs

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

  • Leading research to understand customer needs and define opportunities  through usability and empathy studies

  • Audit existing and blueprint 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

  • Participating in our RFP process to ensure technology partners support the needs of our customers

  • 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 Qualification