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Service Designer, Consumer Card and Bank Experience Design

Capital One
Mc Lean, Virginia
Closing date
Feb 3, 2022

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Position Type
UX / Design Researcher
Full Time
Organization Type
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Locations: VA - McLean, United States of America, McLean, Virginia

Service Designer, Consumer Card and Bank Experience Design

The Consumer Card and Bank Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We're passionate about creating seamless customer experiences across credit card products, bank accounts, and all other Capital One touchpoints. 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. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

This associate will be the first design hire for an internal startup project within our Consumer Card business, exploring new ideas at the intersection of finance and decision-making. A startup within a premier financial services institution, our team is able to leverage an extensive bench of talent and resources to pilot new products while moving at breakneck speed. In addition to testing original ideas, our team explores possibilities to commercialize existing internal products. Our first product marries data, simulation, and talent development - this is a high visibility product with championship from senior executives from across the enterprise.

About the Role:

We're seeking a Service Designer to join the Consumer Card & Bank Experience Design team. If you are someone with in-depth Service Design knowledge and experience within Systems Design, Business Design, Industrial Design, Graphic Design or Interaction Design, this could be the role for you. We seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level. The ideal candidate isn't afraid of working with large amounts of data and complex models, and loves finding unique ways to visualize information. You love diving in on the technical side of things, asking your partners in tech and data science about the nitty gritty of their technologies.

You will participate in discovery and product definition from the earliest stages, conducting user interviews and mapping the customer experience from scratch. We aim to stay lean and move fast, regularly putting prototypes in front of users for feedback. You will prototype and iterate based on learnings, and constantly advocate for the user.

You have proven experience in leading a project, creating the approach, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.

In this role, you'll be engaging regularly with various tech, data science, product teams and other stakeholders across the organization. So, communication and documentation of your work are key here. You are a team player who thrives in a collaborative environment. You're a good, honest partner who doesn't hold back in seeking input and insights from others while offering constructive criticism and sharing your knowledge openly. You're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good. 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.

What You'll Do:

You'll be asked to handle a variety of responsibilities, including:

Collaboration & Connection

* Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

* Participating in translating complex ideas into understandable concepts that evolve and enhance the product experience

* Advocating for the customer through human centered design methodologies (like design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences across in-person and 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, such as design thinking and service design methodologies

* Connecting with design community peers by learning, sharing, and teaching

Discovery & Delivery

* Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

* Participating in end-to-end product and experience design by:

* Working to understand customer needs and define opportunities through usability and empathy studies

* Blueprinting existing and new digital and in-person experiences, identifying 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

* 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

* Partnering in creating high fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications:

* At least 4 years of applied Service Design experience

* At least 4 years of experience creating prototypes at all levels of fidelity

* At least 3 years of experience with service design methodologies and defining product requirements

* At least 3 years of experience designing digital products or omni-channel services

Preferred Qualifications:

* Master's degree in Design or Master's degree in Human-Computer Interaction

* Background in Psychology, Anthropology, Sociology, or Data Science

* Background in UX or experience working closely with UX designers

* Experience with standard digital design tools (e.g. Figma, Sketch, Adobe Illustrator, InVision, etc.)

* A proven record of coordinating a team to deliver a vision or strategy you've helped articulate

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 . 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

Capital 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).
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