Lead Service Designer

As a leader and maker, you’ll be asked to handle a variety of responsibilities, including: 

Strategy & Planning

• Collaborating with technology, product, and business teams to uncover customer and business needs – then translating them into intuitive and engaging digital experiences
• Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences
• Engaging in portfolio prioritization to help set the strategy for the team
• Managing through shifting priorities to provide clear direction and input on product definition
• Advocating for the customer through human centered design methodologies (such as: 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 touchpoints
• 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
• Connecting with design community peers by learning, sharing, and teaching

Lead & Develop Teams

• Building and leading successful teams by mentoring, coaching, and elevating others
• Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
• Leading your team through career development plans to encourage talent growth
• Advancing the practice of Service Design at Capital One by creating and sharing new tools, methodologies, and frameworks with your team and the design community

Discovery & Delivery

• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
• Demonstrated leadership and aptitude
• Creating new service design tools and methods, and leading others in the process
• Participating in and leading end-to-end product and service experience design by:
• Working with researchers to understand customer needs and define opportunities  through usability and empathy studies
• 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
• 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

Basic Qualifications

• At least 5 years of experience in Service design

• At least 5 years of experience in Human-centered design

Preferred Qualifications

• At least 5 years of Design Strategy

• At least 5 years of experience in design thinking tools and methods

• Bachelor’s degree or military experience

• Master’s degree in service design, design, HCI, or related field

• Designing for cross-channel experiences

• Proven experience working with Product and Tech partners to deliver services and experiences

• Experience working in an Agile  framework/methodology environment

• Experience designing for data-heavy experiences and/or complex enterprise systems

• Strong knowledge in product design processes

• Familiarity with design and prototyping tools, such as: Figma, Sketch, Invision and/or Adobe Creative Suite

• Familiarity with working in and contributing to an established design system

• Experience managing a cross-functional team

• Experience measuring and reporting experience & service quality

• Experience planning and leading the work of other designers

• Experience piloting services, and operationalizing pilots into resilient service experiences