UX Service Designer

About the role:

We are looking for a UX/UI Designer with Service Design experience. This is a role that entails design of a comprehensive, cross platform experience, and we seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level.

As a part of the Customer Account Management team, you will play a pivotal role in helping customers open and set up their accounts for success through the life of their relationship with Capital One Bank.

You have proven experience in leading a project, 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’ll be orchestrating the work of other designers and engaging regularly with various tech and product teams and other stakeholders across the organization. So, communication and documentation of your work are key here.

You are a team player, a social animal 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 up constructive criticism and sharing your own knowledge openly.

Some other ways you might describe yourself:

Customer Advocate: You put the customer at the center of everything you do. You are driven to strengthen the customer relationship through empowerment, transparency and control – removing the inherent friction customers experience when signing up for—and managing—their banking relationship.

Design Thinker: You’ll uncover real business problems, prototype low-fidelity ways of solving that problem, and then design full-scale experiences that serve millions of people every single day.

Systems Thinker: You have a knack for stepping back and looking beyond the immediate problem to see how it fits into the larger ecosystem—across channels, touchpoints, and platforms—and then diving in to nail the important details.

Intrapreneur:  You think about the team, the product, and the customer as parts of your own business; it needs a purpose—whether to solve a problem, entertain, educate, or delight—and you’ll measure its performance against these goals. You don’t wait for the next order to be issued. You seek opportunities and build the case for where the team needs to move next in order to bring the greatest impact

Data-Driven: You are clear in articulation of intent and goals, and you know how to use data and research to back up your work. You’ll seek out analytics and user testing data to help you make design decisions, support your design decisions, and iterate on your past design decisions – all so we constantly get better at getting better.

Facilitator: You’re at your best when leading stakeholders and partners through brainstorming sessions, workshopping solutions in a truly collaborative fashion.

What you bring:

• In-depth knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design)

• Deep expertise in design thinking/human-centered design

• A thorough understanding of prevailing best practices in web and mobile design, including responsive web frameworks and mobile interaction guidelines

• Proven designs and experience of launched services that have been implemented in the real world

• You are experienced at the end-to-end design process, balancing customer insights and business goals, from strategy to shipped product as well as post-launch monitoring, enhancements, and iteration

• Demonstrated experience working in a team of product managers, engineers, analysts and others focused on web or mobile applications

• Experience leading design projects with other designers. You thrive being the person responsible for delivering improved experiences

• A portfolio that demonstrates application of service design methods/thinking

• Experience creating prototypes at various levels of fidelity to articulate and test user flows, UI design, and/or UI animation using modern tools

• Solid UI/UX experience with the ability to work with low fidelity and high-fidelity deliverables in agile teams

• Excellent problem-solving and relationship management skills

• Storytelling skills and passion for sharing ideas. You share early and often. You know your work is not sacred, and getting buy in from stakeholders—and making them feel included in the process—benefits everyone.

• Willingness to teach the team what you know, while being humble enough to learn from others

• You don’t need constant supervision, reminders, or self-assurances – we’re all motivated, organized, self-starters

A typical week in this role might look like:

• Conducting field research, or leading a service blueprinting workshop with a range of stakeholders

• Participating in empathy interviews, or user testing, as we iterate and bring new functionality to scale, synthesizing and raising insights for a path forward

• Working with Product Managers to define and prioritize their near- and long-term goals

• Joining sprint planning with product management and tech teams to prioritize the implementation of new designs and features

• Designing or giving input on anything from wireframes, to app flows, to physical experience designs

• Catching up with one of our business analysts to better understand the business cases for the team’s workload

• Joining 40+ of your lane’s design colleagues in your lane to review in-flight work and get inspired every Monday

• Joining 400+ designers across the organization for a lunch and learn session every Thursday

• Leading, shaping, guiding, and mentoring other designers in their work— including everything from empathy research to pixel perfect designs

• Reporting into design management on progress of work, vision, roadmap, and resourcing needs

• Joining a team retro to review the past week and discuss what’s working, not working, and sharing new ideas to improve the culture and collaboration

Basic Qualifications:

• At least 5 years of experience with user experience design

• At least 5 years of experience creating low and high fidelity prototypes

• At least 3 years of service design experience

• At least 3 years of experience designing digital products

Preferred Qualifications:

• Master’s degree in Design or Human-Computer Interaction

• Background in Psychology, Anthropology or Sociology

• Experience creating prototypes at various levels of fidelity with standard digital design tools like Figma, Sketch, Adobe Illustrator and InVision

• At least 3 years of experience in driving product experience vision and storytelling

• At least 3 years of experience with both user experience and user interface design

• At least 3 years of experience designing omni-channel services

• At least 3 years of experience with service design methodologies and product definition