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

Manager, Service Designer - The Accelerator

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. 

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 our team. You’ll be joining the Accelerator,  a small, internal team of problem solvers across Risk, Technology, Product and Design, that works to alleviate the knottiest spaces in the company. As engagements come to us, we focus on easing pathways for innovation across the enterprise for both new acquisitions and seasoned teams on the cutting edge of change. 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, 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

Proven experience in knowing the rules well enough to break them when needed 

Comfortable working with high level executives to deliver

Experience designing for data-heavy experiences and/or complex enterprise systems

Strong knowledge in product design processes 

Strong knowledge of Figma

Familiarity with working in and contributing to systems of reusability (i.e. design systems)

Experience measuring and reporting experience & service quality

Experience piloting services, and operationalizing pilots into resilient service experiences

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

New York City (Hybrid On-Site): $163,300 - $186,400 for Manager, Design

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).