at Capital One in Chicago, Illinois, United States
Job Description
NYC 299 Park Avenue (22957), United States of America, New York, New York
Service Design Lead - Servicing and Support Experiences (SSX)
The Servicing and Support Experiences (SSX) design team is currently seeking a Lead Service Designer to join our team. 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.
In this role, you will lead a design team in conducting discovery on critical customer and associate needs and developing experience concepts that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers to map out complex front and back stage interactions across channels, platforms and users in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) and create roadmaps from pilot to experiences at 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.
You'll be asked to handle a variety of responsibilities, including:
Strategy & Planning
Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences
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 service 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 banking experiences
Creating and facilitating design led workshops to engage and build alignment across different partners and teams
Championing prioritization of design centered value enhancements grounded in research and analysis
Playing a critical role in solidifying the strategic direction and roadmap with partners
Presenting work comfortably to large audiences and stakeholders of varying levels of seniority
Embracing and advocating for an experience mindset - this is as important to the work as the results
Connecting with design community peers by learning, sharing, and teaching
Lead & Develop Project Teams
Building and leading successful teams by mentoring, coaching, and elevating others
Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
Providing constructive feedback in design critiques to raise the quality of thinking, communication, and execution
Discovery & Delivery
Driving early product or service definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
Creating new service design tools and methods, and leading others in the process
Participating in end-to-end service experience design by:
Planning project activities and timelines
Planning and conducting research to understand customer needs and define opportunities through empathy studies
Creating artifacts like personas, archetypes, and behavior modes to communicate... 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.
