Service Design Manager
Primary Address New York, New York
Overview11 West 19th Street (22008), United States of America, New York, New YorkService Design Manager
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 Lead 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 financial activities. 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:
As a leader and maker, 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 product 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 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
Connecting with design community peers by learning, sharing, and teaching
Lead & Develop 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
Leading your team through career development plans to encourage talent growth
Discovery & Delivery
Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
Demonstrated leadership and aptitude inds
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 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
At least 5 years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field
Bachelor’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, Invision and/or Adobe Creative Suite
Familiarity with working in an established design system
Experience managing a cross-functional team
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 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.com
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).
How We Hire
We take finding great coworkers pretty seriously.
Step 1 Apply
It only takes a few minutes to complete our application and assessment.
Step 2 Screen and Schedule
If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.
Step 3 Interview(s)
Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.
Step 4 Decision
The team will discuss — if it’s a good fit for us and you, we’ll make it official!
How to Pick the Perfect Career Opportunity
Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.
Your wellbeing is our priority
Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.
Healthy Body, Healthy Mind
You have options and we have the tools to help you decide which health plans best fit your needs.
Save Money, Make Money
Secure your present, plan for your future and reduce expenses along the way.
Time, Family and Advice
Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.
Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.
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