Principal Associate, Service Designer - EPX.xd

Recruiting: VA - McLean, United States of America, McLean, Virginia

Principal Associate, Service Designer - EPX.xd

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

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 Service Designer to join our EPX.xd team. The EPX.xd team works closely with internal Enterprise products designed to help improve associates' experience to enable them to perform their jobs more efficiently and effectively. 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: 

You’ll be asked to handle a variety of responsibilities, including: 

Collaboration & Connection

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

• Participating in translating complex ideas into understandable concepts that evolve and enhance the product experience 

• Advocating for the customer through human centered design methodologies (like 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, such as design thinking and service design methodologies

• Connecting with design community peers by learning, sharing, and teaching

Discovery & Delivery

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

• Demonstrated interest and aptitude in service design methods

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

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

  • Blueprinting existing and 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 4 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

• Experience w