Capital One
Lead Service Designer
Capital One, Richmond, Virginia, United States, 23214
Center 1 (19052), United States of America, McLean, VirginiaLead Service Designer - Capital One Software
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 team. We are passionate about human centered design methods advocating for user needs and delivering world-class products that redefine our customers day-to-day data management activities. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change software 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 & PlanningCollaborating with technology, product, and business teams to uncover customer and associate needs - then translating them into intuitive and engaging experiences
Leading in translating complex ideas into understandable concepts that evolve and enhance our business operational services
Engaging in portfolio prioritization to help set the strategy for the team
Managing through shifting priorities to provide clear direction and input on product and service definition
Advocating for the customer through human centered design methodologies (such as: research, service blueprinting, collaborative work session design and facilitation, and frameworking) to strategically define ideal experiences for the customer and our associates
Creating and facilitating design led workshops to engage and build alignment across different partners and teams
Championing prioritization of design centered product and service enhancements grounded in research and analysis
Connecting with design community peers by learning, sharing, and teaching
Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
Discovery & DeliverySupporting early service definition by working with partners to participate in discovery sessions that uncover pain points and opportunities
Creating new service design tools and methods, and leading others in the process
Participating in end-to-end product and experience design by:Working with researchers to understand customer needs and define opportunities
through usability and empathy studies
Audit existing and blueprint new internal services and experiences, identifying opportunities and solutions for improvement and experimentation
Creating process and user flows, journey maps and interaction models, resulting in business process & service artifacts
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
Basic QualificationsAt least 5
years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field
Preferred QualificationsBachelor’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 to deliver services and experiences
Experience working in an Agile environment
Experience designing for data-heavy experiences and/or complex enterprise systems
Strong knowledge in product design processes
Familiarity with design and prototyping tools, such as: Sketch and/or Adobe Creative Suite
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.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.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).
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 team. We are passionate about human centered design methods advocating for user needs and delivering world-class products that redefine our customers day-to-day data management activities. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change software 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 & PlanningCollaborating with technology, product, and business teams to uncover customer and associate needs - then translating them into intuitive and engaging experiences
Leading in translating complex ideas into understandable concepts that evolve and enhance our business operational services
Engaging in portfolio prioritization to help set the strategy for the team
Managing through shifting priorities to provide clear direction and input on product and service definition
Advocating for the customer through human centered design methodologies (such as: research, service blueprinting, collaborative work session design and facilitation, and frameworking) to strategically define ideal experiences for the customer and our associates
Creating and facilitating design led workshops to engage and build alignment across different partners and teams
Championing prioritization of design centered product and service enhancements grounded in research and analysis
Connecting with design community peers by learning, sharing, and teaching
Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
Discovery & DeliverySupporting early service definition by working with partners to participate in discovery sessions that uncover pain points and opportunities
Creating new service design tools and methods, and leading others in the process
Participating in end-to-end product and experience design by:Working with researchers to understand customer needs and define opportunities
through usability and empathy studies
Audit existing and blueprint new internal services and experiences, identifying opportunities and solutions for improvement and experimentation
Creating process and user flows, journey maps and interaction models, resulting in business process & service artifacts
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
Basic QualificationsAt least 5
years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field
Preferred QualificationsBachelor’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 to deliver services and experiences
Experience working in an Agile environment
Experience designing for data-heavy experiences and/or complex enterprise systems
Strong knowledge in product design processes
Familiarity with design and prototyping tools, such as: Sketch and/or Adobe Creative Suite
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.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.comCapital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.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).