The focus of the Servicing & Support design team is to enable the people and tools that take care of our customers. We design world-class products, services, tools, processes and environments that ensure our customers are supported the right way at the right time in their journey with Capital One. Whether we’re creating digital tools for our associates, reducing customer friction in a business process, or standardizing our own information and operations on the phone, in our app, or in a branch, we believe that these experiences deserve exceptional, consumer-grade design quality.

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: 

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 engaging, simple, and intuitive design solutions and understandable concepts that evolve and enhance the product interface and experience 

• Advocating for the customer through human centered design methods, including: discovery, research, ideation, whiteboard sessions, and user testing

• Supporting design-led workshops to engage and build alignment across different partners and teams

• Proactively offers recommendation and solutions by championing prioritization of design centered product enhancements grounded in research and analysis

• Connecting with design community peers in service of learning, sharing, and teaching

• Working with partners and teams across various geographies

• Embracing and advocating for an experience mindset - this is as important to the work as the results

Discovery & Delivery

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

• Demonstrating familiarity with design tools to deliver concepts and enable successful collaboration across teams

• Participate in end-to-end product design by:

  • Working with researchers to understand customer needs and define opportunities through usability and empathy studies

  • Framing problems, determining insights, and defining visual designs to serve customer needs

  • Creating process and user flows, wireframes, journey maps, and interaction models, resulting in low to high fidelity prototypes

  • 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

  • Creating high fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications

• At least 5 years of experience with User Experience design

• At least 5 years of UI and visual design experience
  

Preferred Qualifications

• Designing for cross-channel experiences

• Comfortable working with Product and Tech partners

• Comfortable presenting work to large audiences and stakeholders

• Experience in both UX and UI work

• Strong experience working closely with developers on implementing designs

• Experience working within a large Enterprise environment and collaborating with a cross-functional team

• Experience with design and prototyping tools, such as: Figma, Sketch and/or Adobe Products

• Experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations

• Familiarity with working and contributing to and established design system

• Experience designing in multiple channels, including: iOS, Android, Web, and Email