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Lead Service Designer - Digital Commerce Products

Job ID R83911 Updated date 10/04/2019 Location Vienna, Virginia; Richmond, Virginia
Towers Crescent (12066), United States of America, Vienna, 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.

Lead Service Designer - Digital Commerce Products

We are looking for an experienced Service Designer on our Commerce design team who will lead complex initiatives, creating the approach and program governance, 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.

You will work in close partnership with stakeholders from multiple lines of business as well as with product management, marketing, engineering, operations, and brand. This is a role that entails the design of comprehensive, cross platform experiences, and we seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level. 

Key responsibilities:

  • Participate in all aspects of the design process to frame problems, define insights, create compelling visions, and make concepts and prototypes

  • Orchestrate the work of product managers and designers; engage regularly with various tech teams and other stakeholders across the organization

  • Perform research and create actionable artifacts such as journey maps and service blueprints

  • Translate learnings and insights from service experience research to define and participate in UX/UI design work

  • Create flows, sketches, wireframes, prototypes and other design artifacts to define and communicate end-to-end user experiences

  • Synthesize findings and recommend next steps for concept development

  • Use your presentation skills to sell your service and UX design work to designers and stakeholders

  • Influence cross divisional partners in prioritization of new features and capabilities. 

  • Facilitate workshops and conversations towards successful leverage of universal platform experiences and definition of localized capabilities.

  • Translate user needs, existing design systems, and requirements into elegant solutions for complex problems.

  • Leverage analytics tools to measure success, present opportunities, and support decision-making

Basic Qualifications:

  • Bachelor's Degree

  • At least 8 years of professional experience in design

Preferred Qualifications:

  • Experience in design thinking and  human centered design

  • Demonstrated experience building relationships and influencing at the executive level

  • Strong storytelling capabilities; an ability to weave key insights into a compelling narrative

  • 3+ years creating design systems or working on platform design

  • 5+ years of experience with information architecture

  • Excellent problem-solving and client management skills

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 All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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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).