Senior Manager, UX and UI Designer - Servicing & Support Experiences (SSX), Bank Servicing Lead

Overview

Senior Manager, UX and UI Designer - Servicing & Support Experiences (SSX), Bank Servicing Lead

We’re currently seeking a Senior Manager, Product Design to join our Experience Design, Bank Servicing Team. Whether self-service or assisted, the Bank Servicing team aims to create effortless servicing experiences for our Retail Banking products that save time, lower costs, and put customers first. This role would be leading our Extended Servicing team to craft, improve, and expand on our different agent-assisted servicing ‘case types’ to drive an efficient & satisfying servicing experience for our customers. 

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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 a creative innovator who embraces an environment where you can experiment and learn, we’d love to hear from you. 

Role Expectations 

As a Senior Manager of Product Design, you’ll combine your craft expertise and people leadership skills with an understanding of our customers and the business to co-create innovative solutions to complex problems, drive product strategy and create a thriving team culture of high performing designers.

Here are some of the expected competencies for this role:

• Product Design Expertise: Demonstrate established expertise in product design, leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and work with your team to develop artifacts that may include vision stories, user flow mapping, current state and user research, journey maps, blueprints, high-fidelity designs and prototypes

• Leadership: Reinforce a positive and inclusive team environment, set goals for the Extended Servicing area aligned to broader portfolio strategy, manage stakeholders and working with them to influence and manage a portfolio of work, remove barriers, and train and develop designers who are empowered to reach their potential and enabled to help the business to achieve its goals 

• Human-Centered: Advocate for human-centered methodologies that align customer and associate needs and business goals by applying data, research insights, design expertise and a mature perspective to problem-solving across the portfolio 

• Business-Focused: Demonstrate strong knowledge of products, operational processes, customers, competitors and broader market trends and use that knowledge to shape how Design should engage (i.e., actively managing the portfolio, pivoting, redirecting and broadening and narrowing scope, as needed)

• Problem-Solving: Demonstrate an expertise in tech and data capabilities and emerging technologies and use this knowledge to form innovative design strategies and help your cross-functional team move faster and navigate limitations in service of bold technological solutions

• Collaboration: Engage partner expertise and perspectives from across the organization to support workstream projects and identify the people needed to move the work forward, embracing compromise to solve strategic challenges and deliver the best results

• Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence stakeholders and achieve desired results

• Teamwork: Collaborate within the Bank Servicing team, building upon and aligning work to create consistency across our servicing experiences and support the direction of the larger Bank Servicing portfolio, creating an engaging and energizing team environment

The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.

Basic Qualifications

• At least 8 years of experience in a Product Design role

• At least 8 years of experience in design and prototyping tools such as Figma

• At least 2 years of experience in a people leadership role

Preferred Qualifications

• Experience working with and contributing to an established design system

• Experience collaborating with product, technology and business leaders

• Experience managing a portfolio of work including establishing and prioritizing projects, working with key stakeholders, determining and gathering resources needed

• Experience leading design projects or teams including scoping, project management, stakeholder partnership, and delivering quality design products

• Experience managing projects in collaboration with cross-functional teams (including product and technology)

• Experience leading multiple projects & milestones

• Experience facilitating multiple forms of design research including ethnographic, user testing, and focus groups

• Proficient in workshop design & facilitation to guide stakeholders and others through the design process

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Richmond, VA: $175,500 - $200,300 for Sr. Manager, Design

McLean, VA: $193,000 - $220,300 for Sr. Manager, Design

New York, NY: $210,500 - $240,300 for Sr. Manager, Design

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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

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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).