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. We are passionate about advocating for user needs and delivering innovative, accessible, and world-class products that redefine our customers' day-to-day financial activities and drive differentiated value for our lines of business.
The Servicing and Support Experience Design team is seeking a Sr. Director of Design to lead our Bank Modernization program. Bank Modernization is one of our Capital One Retail Bank's top priorities and is focused on defining the bank of the future by designing experiences for critical customer and associate needs, using a human-centric lens to inform how product and tech teams will enable them on the back end.
You will lead interdisciplinary design teams in identifying, prioritizing and designing differentiated experiences across both customer and employee journeys, from how customers create and manage accounts, to how they spend, pay, and grow with their accounts, to how customers and employees service and support accounts, to how customers and employees Create and Manage Products.
As a strategic leader, you will operate at the intersection of customer experience, technology and business strategy to uncover and co-create compelling, data-driven experiences in partnership with product and technology teams. You will lead your team through developing experience insights, setting strategy, and rigorously generating and refining UX or UI and content design to deliver on Bank Modernization objectives with world-class design quality.
And you'll do it all in a collaborative environment that encourages you to build cross-functional partner relationships, take on new responsibility, and promote continuous learning. As part of a broader senior design leadership team focused on designing experiences for both customers and Capital One associates, you will also play a key role in designing at the intersection of complementary initiatives focused on modernizing data, operations and enabling tech platforms.
Our ideal candidate has extensive experience across the full design lifecycle, from design research to in-market product delivery, and a systems-mindset for defining and deploying consistent and reusable componentry, and patterns, across our product portfolio. They excel, thrive and inspire in cross-functional environments that span design, product, technology and operations. And they bring a strategic and empathetic lens to defining the "why" behind design decisions in service of delivering on both human and business impact.
What You will Do:
Shape Strategy & Planning
Collaborating with product, technology, operations and analyst teams to uncover customer and business needs, translating them into transformative, intuitive, user friendly, and on-brand UX and UI.
Engaging in portfolio prioritization to help set the strategy for the cross-functional team, understanding the business objectives and key results you are targeting and influencing how the projects you shape in collaboration with partners will drive them.
Shaping and evolving operating models including program planning, resourcing and effective collaboration across product, design, analysis and technology teams.
Charting experience roadmaps that span near, medium and long-term horizons, aligning experience maturity to people, process, tech and data capabilities.
Leading in translating complex ideas into understandable experience concepts that evolve and enhance the product UX and UI.
Managing through shifting priorities and fostering consistent alignment with senior partners to provide clear direction and input on product definition and business impact.
Advocating for the customer through human-centered design methodologies, including: discovery, ideation, research synthesis concepting, journey mapping, service blueprinting segmentation and user testing.
Creating and facilitating design-led workshops to engage and build alignment across cross-functional partners and teams.
Championing prioritization of experience-led product enhancements grounded in research, analysis and business rigor.
Lead & Develop Teams
Building and leading successful teams by mentoring, coaching, and elevating junior team members.
Guiding team members by driving craft excellence in strategy, research, design frameworks, UX or UI, presentation and communication and partner alignment.
Leading your team through career development plans to encourage talent growth and identification of destination talent.
Participate in hiring by leveraging your professional, network reviewing resumes, conducting interviews and contributing to consensus sessions.
Connecting with, training, mentoring and inspiring colleagues across the broader design organization.
Engaging senior design leadership to drive alignment to top of house priorities, elevate craft and foster a culture of healthy review and critique.
Drive Design Execution from Discovery through Delivery
Supporting early product definition by working with partners to facilitate discovery sessions that uncover customer pain points and opportunities.
Demonstrating familiarity with design methods and tools to oversee design of concepts and prototypes from low to high fidelity.
Evangelizing the value of a systems-mindset, influencing partner adoption and making it easy to realize business impact.
Enabling scale through the creation of reusable design assets, processes, learnings and templates and components.
Drive end-to-end strategic product and service design by:
Framing design methods, objectives and outcomes in alignment with business and user needs.
Advising researchers on intuitive and inventive ways to understand customer and associate needs, coupling user and business insights to create relevant and compelling UX and UI.
Striking a meaningful balance between standardization and innovation to drive efficiency, boldness and scale in design methods and outputs.
Delivering compelling, visual and oral narratives to drive alignment and excitement with cross-functional stakeholders.
Overseeing the creation of high-fidelity design outputs and aligning them to implementation roadmaps to see them through to market.
Basic Qualifications:
At least 10 years of experience in leading UX or UI teams in delivering products to market.
Preferred Qualifications:
12+ years experience in a role leading teams across UX, UI, strategy, content, and research
Advanced degree, trainings, or certifications in User Interface design
Has experience in a design toolkit that spans product design, service design, design strategy and content design
Deep experience leading product and service design teams operating across UX and UI, strategy, content, and research from strategy through delivery to market
Deep experience partnering with product managers, engineers, marketing, and analytics leaders across multiple business lines to shape strategy, OKRs, roadmaps, and operating models.
Deep experience interfacing with executive leadership to solve problems, influence key decisions, and drive results across strategy, design, roadmaps and investments
Experience working within an established design system
Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions
Expertise with design and prototyping tools such as Figma
Experience managing an interdisciplinary design team
Track record of guiding, mentoring, growing, and inspiring design teams
Proficiency in business case development, grounding product and user experience decisions to business value
Exceptional written and verbal communication skills
Exceptional interpersonal skills and relationship building across complex organizations
Exceptional people management and development skills
Exceptional workshop and meeting facilitation skills
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.
New York City (Hybrid On-Site): $272,600 - $311,200 for Sr. Director, DesignCandidates 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).