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UX Service Design Manager

Location McLean, Virginia; New York, New York
Job ID R102831 Updated date 11/16/2020
114 5th Ave (22114), United States of America, New York, New York

UX Service Design Manager

We are the In-Person Services & Operations team. We enable financial continuity for our customers through all of life’s everyday and extraordinary moments. We do this by fostering new ways for customers to interact with their money, streamlining frontline and back office servicing experiences, managing fraud events, and ensuring the most important information is disseminated at the right time so that our customers remain secure and resilient. We are passionate about human centered design methods advocating for user needs and delivering world-class products that redefine our associates experiences and our customers day-to-day financial activities. 

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. 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: 

Join our team and drive a body of work to streamline the processes and tools our back office associates use to work requests that can’t be serviced in the moment for our customers (e.g.: estate operations, merchant disputes, etc).

Discovery & Delivery: 

  • Research and understand the needs of back office associates and stakeholders. 

  • Partner with product managers and our platform team to create a strategy for building out the ecosystem. 

  • In conjunction with other servicing teams, articulate a strategy for how we serve customers today, identifying what back office use cases can be automated or moved into self-service channels.

  • Develop frameworks and playbooks to scale design’s impact and to categorize and tackle these use cases most efficiently.

  • Work with product partners to articulate intent, design and build new features, and contribute to the platform (which is where your UX chops will really come in handy!!).

Collaboration & Connection:

  • Advocate for the associate and the customer through human-centered design methodologies (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.

  • Create and facilitate design-led workshops to engage and build alignment across different partners and teams.

  • Champion prioritization of design-centered product enhancements grounded in research and analysis, such as design thinking and service design methodologies.

  • Connect with design community peers by learning, sharing, and teaching.

  • Embrace and advocate for an experience mindset.

Basic Qualifications:

  • At least 5 years of experience with User Experience design and core Service Design methods and processes

  • At least 3 years designing digital experiences

  • At least 2 years of experience leading projects

  • At least 2 years of experience leading other designers

  • At least 2 years of experience working with software development teams

Preferred Qualifications:

  • Bachelor’s or Master's Degree in Design or related discipline

  • At least 3 years of experience using standard digital design tools (e.g. Sketch, Figma, Adobe Creative Suite, Invision)

  • Experience working with large Enterprise teams

  • Designing for cross-channel experiences

  • Strong communicator and must be able to present ideas confidently

  • Understanding of or experience designing with and for data-driven products and services

  • Strong knowledge of product design processes

  • Familiarity with working in an established design system

  • 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.

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).

Who We Are

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. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.