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Design Director, Small Business Card

Job ID R77451 Updated date 06/07/2019 Location McLean, Virginia; Richmond, Virginia
McLean 2 (19052), United States of America, McLean, Virginia

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.

Design Director, Small Business Card

We’re the Small Business Card Design team. We focus on empowering small businesses owners to make the best decisions with the money they entrust to us. We’re looking for a Design Director to help anticipate and shape the conversations we have with our customers in all channels including our digital and physical environments. Some of these environments include  the web and navtive apps, across email, text, and throughout our branches, call centers and cafes. Working with our product, tech, and design partners you’ll be coaching others to design great content and experiences for our customers and associates.

We’re looking for a Director to oversee designers and work streams that cut across platforms, channels, and devices to deliver an integrated experience that drives deep satisfaction while supporting business outcomes. From guiding user research and clarifying business intent to supporting designers and identifying optimization opportunities, you’ll be a critical player on a collaborative team continually looking to improve the lives of our customers and associates. As a part of the Small Business Card Design Leadership team you will collaborate to create the future of our evolving culture and process while finding ways to empower our team members.

You are:

A guide. You know how to inspire and coordinate teams and work, knowing when and where to push while ensuring progress and meeting delivery expectations.

A leader and a doer when needed. You balance when to delegate and when to dive in. You lead by example but are constantly open to learning from your team. You understand that leadership is a way of interacting, not a job title, and most often relies more on listening than being heard.

A soundboard. You bring a rich background of experience, product, and service design that enables you to be a collaborative and productive reviewer. You ask the important questions and spot key opportunities to improve on solutions. You communicate feedback in ways that drive the professional growth and self-confidence of your team members.

Human centered. You crave empathy for those you’re solutioning for, and have demonstrable experience identifying, articulating, and incorporating user needs and insights into design decisions.

A simplifier. You constantly look to take the complex and communicate it – both visually and in presentations – as simply and clearly as possible. You’re able to cut through the noise, to understand what’s important and inspire that clarity in others.

A systems thinker. As you translate user needs and requirements into elegant solutions to complex problems, you’re not just thinking about the task at hand but also about how your design choices scale and fit within larger established systems and the future of our products and services.

A highly competent communicator. You have great spoken, written and visual communications skills. You love storytelling and understand that framing and narrative are as important to outcomes as the solutions being designed.

Leader in collaboration. You enjoy coaching designers who work with cross functional agile teams to collectively define the best solutions. You understand that it’s more important to get there together than to shine.

Passionate. You are driven to design beautiful experiences that impact people’s lives. You make it your business to know as much as you can about the people you are designing for and stay up-to-date on the latest design trends and techniques.

Have a can-do attitude. You display an infectious positivity that motivates those around you. You’re excited to both share and listen to ideas.

A successful juggler. You don’t get overwhelmed or flustered easily. You’re able to keep track of multiple projects at once, manage your and the team’s time efficiently, and keep in lock step with your co-leads.

Flexible. You know that projects can adjust at the drop of a hat so you’re adaptable and welcome change.

What you’ll be doing:

  • Overseeing and leading the end-to-end Design process within your portfolios and sharing new ideas and processes that work for your team with the Design Leadership.

  • Designing within regulatory guidelines.

  • Working closely with partners on Judgmental Underwriting and Business Relationships and others as needed.

  • Managing the ambiguity inherent in design processes and methodologies (tools, techniques) and design proposals (visions, scenarios) in order to plan creative engagements and visualize the desired creative output.

  • Using your innate curiosity to challenge assumptions and uncover new insights.

  • Using customer research to inform your design thinking and target meaningful solutions.

  • Supporting your team as they perform (or, when necessary, jumping in yourself to perform) research and create artifacts like journey maps and blueprints.

  • Leading and coaching your diverse team (including research, content strategy, UX/UI) to practice more effective and accurate translation of and insights from service experience research to define and participate in design work

  • Learning the norms and evolution of our artifact formats to help progress your team’s ability to create a more meaningful and helpful narratives to communicate the customer needs and business objectives.

  • Bringing business, tech, and design partners to one table to foster growth and impact of our products.

  • Employing a creative approach that strives for value creation not only for customers but also for employees and the business.

  • Using your unique storytelling and presentation skills to sell your service and UX design outcomes to designers and partners.

  • Working in a multi-disciplinary environment, leading interdisciplinary teams.

  • Being fluent in design and conversant on emerging financial trends.

  • Being an integrative thinker, aptitude for experimentation.

  • Being empathetic, collaborative and entrepreneurial.

  • Compelling presentation and proposal skills.

  • Work in ambiguous and dynamic work environment; is comfortable with risk and uncertainty.

  • Build your relationships with partners and use influence to move the customer experience needle.

Basic Qualifications:

  • Bachelor’s Degree in Human-Computer Interaction, Design, or Behavioral Science

  • At least 9 years of professional experience with user experience design

  • At least 5 years of professional experience with user testing and evaluative research

  • At least 4 years of experience managing other designers

Preferred Qualifications:

  • Advanced Degree in Human-Computer Interaction, Design, Behavioral Science, or related field

  • 10 + years of professional experience with user experience design, user testing, and evaluative research

  • 5+ years of experience managing other designers

  • 2+ years experience working in a corporate inhouse environment is a plus

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.

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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).