Director of Design for Associate Platforms and Too

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R126081


Locations: VA - McLean, United States of America, McLean, Virginia


Director of Design for Associate Platforms and Tools


The Consumer Card and Bank Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. We're passionate about creating seamless customer experiences across credit card products, bank accounts, and all other Capital One touchpoints. 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. If you're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.


About the Role:


As a Director of Design for Associate Platforms and Tools, you will shape the vision and digital strategy for our associate experiences in our cutting edge Capital One Cafes, Retail Branches, and call centers. In this role you'll be central to designing products that help Capital One Cafe Ambassadors and Call Center Agents support our customers and help them achieve a healthy financial future - one with less anxiety and more everyday joy.


Key Responsibilities:

Oversee, inspire and mentor a team of 15+ strategists service and UX/UI designers to stretch and grow their leadership and operational skills; Oversee quality and efficiency of the work and create the space and support for learning and growth

Envision, develop and promote industry-leading customer service experiences, mobile software and hardware products, and machine learning models to anticipate customer needs before the customer even interacts with us

Managing the associate servicing platforms to ensure that 800+ engineers can deliver experience enriching context

Champion human-centered methodologies across all servicing Associate Toolsand Platforms for our Retail Bank and Card lines of business

Partner with Product, Technology, and Business unit leaders to understandfinancial, technical, and experiential objectives, while influencing product andexperience agendas to deliver differential results

Drive innovation not only in customer-facing experiences but in practices andprocesses that bring about world-class solutions

Collaborate with peer design leaders to orchestrate the greater experienceecosystem, find efficiencies across shared technologies and common servicemoments, and unlock higher order value from the cross-line-of businessperspective

Recruit top talent, run a best-in-class team, and invest in their continued success


Desired Experience and Characteristics:

Demonstrated leadership of a cross-skilled experience team within a large scale, high techcompany

A track record of envisioning, designing, and delivering successful enterprise platforms

The ability to strategically influence senior leadership as well as your team as a champion of human-centered design

A great listener and a crisp communicator, with strong business judgment and analyticalskills

The ability to thrive within ambiguity, assess and synthesize complexity, and still find thenorth star that brings clarity and drives forward momentum.

The desire to collaborate, learn and continue to evolve the team

Humility, judgment, and enthusiasm that creates great results AND a great culture

Ability to connect analytical data with practical solutions in a real world environment

Experience navigating a complex and highly regulated ecosystem

Deep experience in early stage discovery or exploration efforts alongwith scaled execution approaches and methodologies


We believe that qualifications are a combination of many different competencies and experiences.


Basic Qualifications:

At least 10 years of experience in a design leadership role


Preferred Qualifications:

MBA or masters degree

15+ years experience in a leadership role leading Customer Experience, Product Design, or related customer-facing innovation teams

5+ years leading and inspiring design teams (discovery through delivery)


At this time, Capital... For full info follow application link.


Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 


All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.


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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 




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Job Posting: 878110

Posted On: Nov 28, 2021

Updated On: Dec 05, 2021