Service Designer, Commercial Experience Design
Experience Sr. Associate
Primary Address New York, New York
OverviewLocations: NY - New York, United States of America, New York, New YorkService Designer, Commercial Experience Design
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.
Come find out why Capital One is among the Time Magazine’s 100 most influential companies and #10 on Fortune’s list of Best Companies to work for.
It’s a great time to join our Capital One Commercial Design Team and work for a growing, top 10 Commercial Bank in the US. Our design team solves complex problems at the forefront of rethinking digital business payments. If you are passionate about human centered design methods and a storyteller who embraces rolling up your sleeves to understand the interplay in processes and people we would love to hear from you.
We are currently seeking a Service Designer to join our commercial team to help connect the processes, applications, and people across our end-to-end services to build clarity across the organization. We want to talk to you if you have proven experience in leading a project, creating the approach, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.
In this role, you’ll be engaging regularly with various tech, data science, product teams and other stakeholders across the organization. So, communication and documentation of your work are key here. You are a team player who thrives in a collaborative environment. You’re a good, honest partner who doesn’t hold back in seeking input and insights from others while offering constructive criticism and sharing your knowledge openly.
Our broader commercial design team champions 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 across the disciplines of the design craft.
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 user needs and value proposition then translating them into intuitive and engaging digitaland in person experiences
Participating in translating complex ideas into understandable concepts that evolve and enhance the product/service experience
Advocating for the customer through human centered design methodologies (like design research, personas, collaborative work sessions facilitation and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints
Advocating for design methods with business partners to build a company wide design culture
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, such as design thinking and service design methodologies
Connecting with design community peers by learning, sharing, and teaching
Discovery & Delivery
Supporting early product definition by working with partners to participate on discovery sessions that uncover customer pain points and opportunities
Demonstrated interest and aptitude in service design methods such as service blueprints, journey maps, system maps and stakeholder maps
Participate in end-to-end product and experience design by:
Understand customer needs and define opportunities through usability and empathy studies
Visualizing existing and future-state digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
Creating user flows and experience mapping illustrating key front-of-stage and back-of-stage interactions
Designing specific touchpoints through building interaction patterns, digital prototypes and other artifacts
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 2 years of experience in applied service or experience design towards defining product or business requirements
At least 2 years of experience with service design methodologies
At least 2 years of experience designing for digital products
Bachelor’s degree or military experience
Advanced degree, trainings, or certifications in service design, design, HCI (Human Computer Interaction), or related design fields
Background in psychology, anthropology, sociology, data science, HCI or design
Background in UX or experience working closely with UX designers and researchers
Experience with standard digital design tools (e.g. Figma, Sketch, Adobe Illustrator, Mural, LucidSpark, etc.)
A proven record of coordinating a team to deliver a vision or strategy you’ve helped articulate in complex or enterprise systems
Familiarity with working in an established design system
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.
Service Designer (Machine Learning) (Remote - Eligible)McLean, Virginia
UX/UI Designer - Enterprise Design (Principal Associate)Vienna, Virginia
Content Designer (Senior Associate)Vienna, Virginia
Senior Associate, Product ManagementRichmond, Virginia
You don't have any pinned jobs right now
Want more jobs like this?
Set a Job Alert
Explore Your Options
Build the next generation of digital tools for our customers—we’re always innovating solutions.Explore 845 Jobs
Leverage technology in new and powerful ways to pioneer change, all in the pursuit of changing banking for good.Explore 939 Jobs
When our customers have questions about our products and services, they’ll turn to you.Explore 3 Jobs
Design and create future-forward products on a team of innovators helping to change banking for good.Explore 202 Jobs
Write code and crunch numbers, all in pursuit of developing models that solve problems—and make us a better bank.Explore 81 Jobs
Use your tech skills to stop cyber threats and help make banking safe and secure for our customers.Explore 33 Jobs
Help us tell our story by creating memorable digital experiences for our customers through your creativity and ingenuity.Explore 60 Jobs
Take your place on the front lines, representing our brand, problem solving and building relationships with the customersExplore 203 Jobs
Your outgoing personality and tech-savvy know-how can make all the difference for the customers that visit our cafés.Explore 35 Jobs
Use cutting-edge software, audit methodologies, and data science to help us make great business decisions.Explore 17 Jobs
Use your bold perspective and specialized skills to drive projects and implement financial strategies—challenging the way banking is done.Explore 57 Jobs
Deliver expert advice, superior products and best-in-class service to our commercial partners.Explore 48 Jobs
Your entrepreneurial mindset and expertise leads to one-of-a-kind service for every small business owner you assist.Explore 17 Jobs
Use your expertise and perspective to bring insights to the table so we can grow in the right ways.Explore 123 Jobs
Be on the frontlines of attracting, engaging and retaining top talent that’s helping us change banking for good.Explore 20 Jobs
Marketing and Communications
Help us tell our story, connect with customers and introduce our products and to the world.Explore 1 Jobs
Help us communicate how we’re changing banking for good, and ensure our brand is one of the most recognized in the industry.Explore 32 Jobs
Analyze, develop and test the strategies that pull insights from our data and move us forward.Explore 41 Jobs
Use your strategic and analytical skills to help solve major challenges and make both our business and banking, better.Explore 70 Jobs
Offer simple answers to complex questions, while helping both our team and customers thrive.Explore 46 Jobs
Move our innovations closer to reality by mitigating legal risk with your expertise and ability to advise on strategic business decisions.Explore 15 Jobs