at Capital One in Chicago, Illinois, United States
Job Description
114 5th Ave (22114), United States of America, New York, New York
Design Strategist - Servicing and Support Experiences (Bank Mod)
The Servicing and Support Experiences (SSX) design team is currently seeking a Design Strategist. 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 Design 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 in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) from pilot to full operational scale.
The Experience 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 passionate about human centered design methods, advocating for user needs, and delivering world-class products that redefine our customers' day-to-day financial activities and amplify our associates' ability to support them. If you're an innovator and storyteller 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:
You'll be asked to handle a variety of responsibilities, including:
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
Our ideal candidate will have the following experience and skills:
Proficiency in strategy analysis methodologies including market and competitive analysis methods, trends analysis, problem framing and prioritization methods
Proficiency in analyzing data to deliver customer intelligence and market research insights
Proficiency in business case development in whitespace thinking - communicating analysis, customer... For full info follow application link.
Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace.
All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.
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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
