Product Design Director, Data, Decisioning and AI

Product Design Director, Data, Decisioning and AI

 We’re currently seeking a Product Design Director to lead our Data, Decisioning and AI (DDAI) design program, part of the Retail Bank Experience Design organization.  

The DDAI program is a program that lives within the Servicing and Support Experiences (SSX) design team. In SSX, we help associates and customers prevent and resolve issues, enable existing and future customers to get what matters most from Capital One, and revolutionize the data and platforms that power these experiences. 

DDAI focuses on powering these experiences by bringing human and machine intelligence together in order to realize intelligent business decisions in 24 hours or less. We focus on establishing and deepening our understanding of DDAI users' needs to inform a human-centric experience strategy. Designing for DDAI means that we design for the data analysts, data scientists, engineers and business analysts who create and define the policies and models underlying our banking products. We design experiences to ensure that 1) data products are easy to find and use, while also being well governed and managed, that 2) retail bank policies are built on model-driven assessments and human driven insights that drive outcomes, and that 3) the retail bank is leveraging best-in-class models and technologies to power and protect the business.

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 Director of DDAI, you’ll lead a talented, cross-disciplinary team of designers and collaborate deeply with our research teams and Product and Tech leadership. You’lll be responsible for leading high-impact, highly complex projects and defining and driving design strategy that informs the higher-level vision of the organization and aligns to business objectives.

Since DDAI is a relatively new program in the SSX portfolio, you’ll invest in building and growing a team of talented, interdisciplinary designers who bring multiple crafts to the table that bridge strategy, product design, service design and content design. 

You’ll also operate as a “player-coach,” helping steer the direction of multiple workstreams while also being hands on to help drive high-quality designs and mentor junior designers.

Here is a detailed breakdown of what you’ll be doing in this role:

Strategy & Planning

• 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

• Leading in translating complex ideas into understandable concepts that evolve and enhance 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

• Coordinating across lines of business to identify and execute on opportunities to scale solutions and eliminate arbitrary uniqueness.

• Advocating for the customer (in this case the backend staff and associates) 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

Systems Design

• You’re skilled at defining a portfolio of work and prioritizing design efforts and investments within. 

• You’re a systems thinker and orchestrator. You can effectively connect the dots between platforms, processes a