Senior Director of Design, Associate Platforms & Tools at Capital One (Washington DC)
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
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
Bachelor's degree or military experience
At least 10 years of experience in a design leadership role
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
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.
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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).