Service Designer, Consumer Card and Bank Experienc

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

Job Description

Job ID: R132279

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

Service Designer, Consumer Card and Bank Experience Design

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.

This associate will be the first design hire for an internal startup project within our Consumer Card business, exploring new ideas at the intersection of finance and decision-making. A startup within a premier financial services institution, our team is able to leverage an extensive bench of talent and resources to pilot new products while moving at breakneck speed. In addition to testing original ideas, our team explores possibilities to commercialize existing internal products. Our first product marries data, simulation, and talent development - this is a high visibility product with championship from senior executives from across the enterprise.

About the Role:

We're seeking a Service Designer to join the Consumer Card & Bank Experience Design team. If you are someone with in-depth Service Design knowledge and experience within Systems Design, Business Design, Industrial Design, Graphic Design or Interaction Design, this could be the role for you. We seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level. The ideal candidate isn't afraid of working with large amounts of data and complex models, and loves finding unique ways to visualize information. You love diving in on the technical side of things, asking your partners in tech and data science about the nitty gritty of their technologies.

You will participate in discovery and product definition from the earliest stages, conducting user interviews and mapping the customer experience from scratch. We aim to stay lean and move fast, regularly putting prototypes in front of users for feedback. You will prototype and iterate based on learnings, and constantly advocate for the user.

You have proven experience in leading a project, creating the approach, 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.

In this role, you'll be engaging regularly with various tech, data science, product teams and other stakeholders across the organization. So, communication and documentation of your work are key here. You are a team player 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 constructive criticism and sharing your knowledge openly. You're an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good. We are passionate about human centered design methods advocating for user needs and delivering world-class products that redefine our customers day-to-day financial activities.

What You'll Do:

You'll be asked to handle a variety of responsibilities, including:

Collaboration & Connection

Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

Participating in translating complex ideas into understandable concepts that evolve and enhance the product experience

Advocating for the customer through human centered design methodologies (like design research, service blueprinting, collaborative work session design and facilitation, rapid... 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: 959339

Posted On: Apr 24, 2022

Updated On: May 24, 2022