Product Designer - Principal Associate

Product Designer - Principal Associate

We’re currently seeking a Product Designer with a strong design strategy skillset to join our Bank Modernization Design Team within our broader Servicing and Support Experiences (SSX) organization.. We enable the people and tools that support customers in their lowest moments and turn them into their highest moments. We design for both associate-guided and digital interactions to bring clarity, simplicity, and convenience to customers wherever they are in their journey, and resolve their needs across any channel. We are looking for a human-centered Product Designer & Strategist with a strong background in applying creative, analytical, and theoretical knowledge to complex digital service design challenges. In this role, you will apply both your analytical and strategic skills to harness data, uncover opportunities, and define solutions that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers in creating experiences for customers and internal users across channels and platforms, from pilot to full operational scale.

Role Expectations 

As a Product Designer, you’ll combine your craft expertise with an understanding of our customers and the business to co-create innovative solutions to complex problems. In this role, you will have the following responsibilities:

• Synthesizing primary and secondary customer research to identify key insights and opportunities to drive value for customers and the business

• Synthesizing and analyzing performance data (reviewing dashboards, analytics and raw data sets on business performance and experience performance across channels) into actionable insights and concrete opportunities to drive customer and business impact

• Conducting landscape and competitive analysis to identify and forecast emerging customer experience trends, threats, and opportunities

• Creating strategic frameworks and facilitating strategy working sessions to help multi-disciplinary teams think about a market, opportunity spaces, risks, and customer needs to drive decision making, ideation and prioritization

• Developing strategic recommendations that will drive growth, profitability, and competitive success for Capital One

• Collaborating with teams to solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.

• Evaluating the strategic, operational and organizational implications of experience concepts (e.g. impacts to operating model, impacts to different lines of business, implications for existing or new processes and capabilities)

• Working closely with colleagues across Capital One including Research, Strategy, Design, Product, and Technology partners

• Contributing and guiding teams through the human-centered design process (discovery, synthesis, ideation, design, and testing of new product and service concepts) to drive business intent and outcomes

• Balancing multiple projects and programs concurrently

Here are some of the expected competencies for this role: 

Product Design Expertise: Leverage deep expertise in product design and skills across interaction, visual and service design to elevate the quality and maturity of the design practice at Capital One; in collaboration with cross-functional partners, use appropriate tools, platforms, frameworks and design systems and work with teams to create artifacts that may include journey maps, blueprints, high-fidelity designs and prototypes

Human-Centered: Champion the customer through the design process, leveraging critical-thinking skills that factor in data, research insights, scalability, tech constraints and feedback
 

Business-Focused: Understand and apply business and customer strategy, facilitate design process activities with team and partners, negotiating customer needs and business goals for harmonious outcomes

Problem-Solving: Actively build an understanding of the potential of tech and data capabilities and emerging technologies and use this knowledge to inform work, identify new opportunities and help your team navigate technical limitations

Collaboration: Foster relationships with partners and continuously expand your network, listening to diverse points of view and collaborating with an informed perspective to influence outcomes, break down silos and gain alignment

Communication: Present work to audiences across levels and job functions u