UX Designer, Card & Bank Design
Experience Sr. Associate
Primary Address McLean, Virginia
OverviewCenter 2 (19050), United States of America, McLean, VirginiaUX Designer, Card & Bank Design
About the Team:
The Card and Bank Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We’re passionate about creating seamless customer experiences across credit card products, bank accounts, and all other Capital One touchpoints. 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’d love to hear from you.
As a Design Strategist on the Servicing Experiences team, you’ll shape the vision and digital strategy for servicing experiences that support our customers across digital, voice, and in-person channels, leading to “wow” moments. You will participate in discovery and problem definition from the earliest stages, conducting user interviews and mapping end-to-end experiences for customers and the associates that support them. You’ll dig into all aspects of the servicing ecosystem (from customer interaction to back office) to understand the current state and frame opportunities for our partners through artifacts and engaging stories.
If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you.
Who are you?
A Curious Researcher. You thrive on conducting research, synthesizing qualitative and quantitative data and connecting dots that lead to compelling, easy to understand insights and opportunities to dig deeper. Bonus: Able to clearly articulate insights across a wide variety of internal stakeholders
A Strategic Problem-Solver. You’re comfortable in ambiguity and passionate about finding clarity. You consider multiple perspectives, objectives, and needs to arrive at the ideal solution. You’re business savvy while keeping your users’ needs at the forefront of your designs.
A Storyteller. You’re able to develop clear and persuasive stories about your work that you share with a wide range of audiences, including business partners and stakeholders. You’re able to present research findings and design concepts to designers and product partners.
A Successful Juggler. You don’t get overwhelmed or flustered easily. You’re able to keep track of multiple projects at once, manage your time efficiently and communicate scheduling with your manager and the broader team. You know that projects can adjust at the drop of a hat, you are adaptable and welcome change.
A Lifelong Learner. You have a hunger and curiosity to continually learn new things about design and to become a subject matter expert in whatever experience you are working in.
What You’ll Do:
You’ll be asked to handle a variety of responsibilities, including:
Strategy & Planning
Guiding the design process from identifying the problem to developing an approach for solving the problem, conducting research to presenting insights, opportunities and solutions
Translate insights into strategy and/or prototypes to communicate vision
Participating in translating complex ideas into understandable concepts that evolve and enhance the customer and agent experience
Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
Championing prioritization of design-centered product enhancements grounded in research and analysis, such as design thinking and service design methodologies
Collaboration & Connection
Advocating for the customer through human centered design methodologies (like 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 servicing touchpoints
Creating and facilitating design-led workshops with internal and external stakeholders to engage and build alignment across different partners and teams
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—and advocating for our users through an empathy based approach to design
Execution & Delivery
Demonstrate interest and aptitude in service design methods and/or demonstrate fluency of design strategy tools and techniques to measure success, present opportunities, support decision-making, and prioritization utilizing qualitative and quantitative research methods
Practice and help evolve the team’s strategy techniques and tool set to work effectively in cross-team collaboration
Deliver concepts and enable successful collaboration across teams, drawing on familiarity with design tools
Participate in end-to-end product design by:
Conducting exercises at all stages from discovery to validation; using a variety of methods to identify customer needs and define opportunities such as usability studies, card sorting, field studies, cognitive walk-throughs, contextual inquiry, participatory design.
Leading designers and non-designers on project teams to understand and apply design by framing problems, defining insights, and designing new methodologies/practices to serve customer needs
Facilitating synthesis and knowledge mapping sessions
Blueprinting existing and 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
Distilling findings into clearly articulated and actionable insights for stakeholders
Effective storytelling and ability to clearly present research and findings across various audience types and stakeholders
At least 2 years of experience in service design, design strategy, human-centered design, or design thinking tools and methods
At least 2 years of experience working with Product and Tech partners
Bachelor’s degree or military experience
Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
Experience designing for cross-channel experiences
Demonstrated experience working with complex or highly regulated environments
Strong knowledge of product design processes
Experience piloting services, and operationalizing pilots into resilient service experiences
Familiarity with design and prototyping tools, such as: Mural, Lucid, Airtable, Adobe Creative Suite, Figma
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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