Capital One
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Senior Director of Design, Associate Platforms & Tools

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

Senior Director of Design, Associate Platforms & 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. 

As a Senior Director of Design, Associate Platforms & Tools, you will be a leader who will help shape the vision and digital strategy for our in-person, remote and hybrid associate experiences. In this role you’ll be central to designing compelling and differentiated product and service experiences that help ~14,000 Servicing Agents, Engineers, Marketers, Retail Bank Associates and Capital One Cafe Associates 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 throughout the customer journey, including moments 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 strategies to deliver differentiated results

  • Drive innovation not only in customer-facing experiences but in practices, processes and ways of working that bring about world-class solutions and support Associate culture

  • Collaborate with peer design leaders to orchestrate the greater experience ecosystem, define the standards for what good design looks like, find efficiencies across shared technologies and common service moments, and unlock higher order value that can scale across the business

  • 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:

  • 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 along with scaled execution approaches and methodologies

  • MBA or Masters degree in relevant design-related field

  • 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 human-centered design

  • A great listener and a crisp communicator, with strong business judgment, storytelling and analytical skills

  • The ability to thrive within ambiguity, assess and synthesize complexity, and still find the north 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 fosters a great culture

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. 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; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [email protected]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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What are Capital One Perks + Benefits

Capital One Benefits Overview

At Capital One, we're committed to ensuring you and your family feel supported and cared for, and we know that your benefits play a large role in that support. Our goal is to provide a comprehensive and competitive set of benefits that offer the flexibility and choice to meet the diverse needs of all associates. We want each of you to Be Well physically, emotionally, and financially.

Culture
Volunteer in local community
Volunteer projects are encouraged and supported by Capital One through both traditional monetary contributions and flexibility to participate in associate-led initiatives.
Partners with nonprofits
Capital One’s philanthropy program provides grants to organizations that support education, financial literacy and community development, including affordable housing and small business development.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Business Resource Groups (BRGs) play an important role in attracting world-class talent, developing tomorrow’s leaders, engaging and retaining our diverse workforce and enhancing our workplace.
Hiring practices that promote diversity
Our professional recruiting teams focus on attracting underrepresented talent for our key business roles, including analyst, product, and tech roles across varied tactics and connection points.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Capital One offers two flexible spending accounts (FSAs) – a Health Care FSA and Dependent Care FSA – administered by Anthem.
Disability insurance
Capital One automatically provides full-time associates with Short-Term Disability and Basic Long-Term Disability coverage at no cost. You have the option to purchase Supplemental Long-Term Disability
Dental insurance
Capital One offers coverage through Delta Dental to help you maintain your smile through regular preventive care and treatment for any dental problems that may arise.
Vision insurance
To help you keep life in focus, vision coverage through Anthem Blue View Vision provides benefits for eye exams and vision correction treatment.
Health insurance
Our medical plans provide comprehensive and affordable coverage for a range of health care services and are designed with the ability to be flexible and choose which benefits work for your needs.
Life insurance
We provide full-time and eligible part-time associates with Basic Life, and Accidental Death and Personal Loss (AD&PL) Insurance at no cost.
Wellness programs
Mental health benefits
Capital One's Employee Assistance Program provides a robust set of services including telephonic, virtual and/or face-to-face counseling, legal and financial assistance, ID theft recovery, and more.
Financial & Retirement
401(K)
Through automatic payroll deductions, you may contribute up to 50% of your Annual Benefits Salary (base salary, shift differential, bonuses, commission, incentives and overtime) to your account.
401(K) matching
Capital One will match 100% of the first 3% of Annual Benefits Salary that you contribute, plus 50% of the next 3% of Annual Benefits Salary that you contribute.
Employee stock purchase plan
You can elect to contribute between 1% and 15% of your base salary** to the ASPP and receive a partial match on your contributions from Capital One. **Includes standard pay and any commissions
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
The Bright Horizons Care Advantage Program provides alternative child and adult care options during a lapse or breakdown in normal care arrangements.
Generous parental leave
Flexible parental leave options are available to full-time associates at the time of their child’s birth or arrival in their home.
Family medical leave
Adoption Assistance
The Adoption Reimbursement program provides financial support to full-time associates who are building their families through adoption.
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Capital One’s perks and benefits are progressive and industry leading. We have always believed in the importance of providing comprehensive and expansive benefits to complement and contribute to our associates’ total compensation package. For example, we were one of the first major companies to offer same-sex marriage benefits back in 1997 and we have since continued to build our benefits portfolio to include a host of other LGBTQ+ friendly offerings, from fertility coverage to reimbursements for associates who chose to build their families through adoption and surrogacy, to domestic partner benefits and health coverage for gender reassignment. In addition, Capital One’s campuses offer fitness facilities, cafés and, at certain locations, onsite health services for associates and their families. Our benefits package is unique as it provides flexibility for you to determine your path to health, wealth and life support.

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