Lead Service Designer - Manager

Lead Service Designer - Manager

The Design team at Capital One is at the forefront of enriching our customer’s and associates 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 who has a passion for solving tough challenges to join us. You’ll be joining the Associate Experiences team—an nimble team that works to support thousands of associates through both internal and external tools. We are passionate about human centered design methods that advocate for user needs and bring effective, scalable solutions to our partners. If you’re an innovator 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 internal teams to uncover customer and business needs, then translating them into effective and scalable solutions

• 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 engagement 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 experiences across 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

• Leading successful projects by mentoring, coaching, and elevating others

• Guiding team members in strategy, research, alignment, analysis, and content design execution tasks

• Introduce design to new spaces/teams within the company and drive results 

• Advancing the practice of Service Design at Capital One by creating and sharing new tools, methodologies, and frameworks with your team and the design community 

Discovery & Delivery

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

• Ability to open new perspectives and change minds and behaviors through intuitive design 

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

• Participating in and leading end-to-end service experience design by:

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

  • Auditing and blueprinting existing experiences to identify 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

  • Supporting effective storytelling and presentation of visual concepts to various stakeholders

  • Partnering in creating high-fidelity design assets for acceptance, development, and delivery 

• Leading projects and delivering independently 

• Exercising keen judgment in knowing your audience/customer and knowing when to deliver quickly and effectively 

Basic Qualifications

• At least 5 years of experience in service design, design strategy, or human-centered design

Preferred Qualifications

• Bachelor’s degree or military experience

• Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields

• Experience partnering with executives and key stakeholders groups

• Experience designing for data-heavy experiences and/or com