Senior Director of Design, Associate Platforms & T

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

Job Description

Job ID: R128164


Center 2 (19050), United States of America, McLean, Virginia


Senior Director of Design, Associate Platforms & Tools


At Capital One, we believe great products begin with a deep understanding of our customers. We are champions for the end-to-end customer experience, from marketing through servicing, across physical environments, digital tools, and service Agents. We've combined this human-centered approach with our heritage of data-driven decision making to design, build and test our way to truly enabling financial experiences. We've challenged ourselves to spend less time planning, more time doing, and, above all else, to see the world through the eyes of our customers as they work to understand and manage their money.


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.


As a Senior Director of Design, Associate Platforms & 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 ~5000 Capital One Cafe Ambassadors and Call Center Agents support customers and help them achieve a healthy financial future - one with less anxiety and more everyday joy.


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


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


Your team will 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


Your team will also be responsible for managing the associate servicing platforms to ensure that 800+ engineers can deliver experience enriching context


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


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


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


Collaborate with peer design leaders to orchestrate the greater experience ecosystem, find efficiencies across shared technologies and common service moments, and unlock higher order value from the cross-line-of business Perspective


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


Basic Qualifications:


Bachelor's degree or military experience


At least 10 years of experience in a design leadership role


Preferred Qualifications:


MBA or Masters degree


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


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


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


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... 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: 888367

Posted On: Dec 22, 2021

Updated On: Jan 21, 2022