Finance

Manager Service Designer

Archived
Full Time

Capital One

What You’ll Do:

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

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 inds
  • Creating new service design tools and methods, and leading others in the process
  • Participating in end-to-end product and experience design by:
    • Working with researchers to understand customer needs and define opportunities  through usability and empathy studies
    • Audit existing and blueprint 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, design strategy, human-centered design, design thinking tools and methods, or related field

Preferred Qualifications

  • Bachelor’s degree or military experience
  • Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
  • Designing for cross-channel experiences
  • Comfortable working with Product and Tech partners to deliver services and experiences
  • Experience working in an Agile 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: Sketch, Invision and/or Adobe Creative Suite
  • Familiarity with working in an established design system
  • Experience managing a cross-functional team
Location
New York, United States
Type
Full Time
Industry
Finance
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