Service Designer, Commercial - Capital One (NY, NY)
We are currently seeking a Service Designer to join our commercial credit card team to help connect the processes, applications, and people across our end-to-end services to build clarity across the organization. We want to talk to you if 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.
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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.
Our broader commercial design team champions 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 across the disciplines of the design craft.
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 user needs and value proposition then translating them into intuitive and engaging digitaland in person experiences Participating in translating complex ideas into understandable concepts that evolve and enhance the product/service experience Advocating for the customer through human centered design methodologies (like design research, personas, collaborative work sessions facilitation and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints Advocating for design methods with business partners to build a company wide design culture Creating and facilitating design-led workshops to engage and build alignment across different partners and teams Championing prioritization of design-centered product enhancements grounded in research and analysis, such as design thinking and service design methodologies Connecting with design community peers by learning, sharing, and teaching
Discovery & Delivery Supporting early product definition by working with partners to participate on discovery sessions that uncover customer pain points and opportunities Demonstrated interest and aptitude in service design methods such as service blueprints, journey maps, system maps and stakeholder maps Participate in end-to-end product and experience design by: Understand customer needs and define opportunities through usability and empathy studies Visualizing existing and future-state digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation Creating user flows and experience mapping illustrating key front-of-stage and back-of-stage interactions Designing specific touchpoints through building interaction patterns, digital prototypes and other artifacts Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines Supporting effective storytelling and presentation of visual concepts to various stakeholders Partnering in creating high fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues Basic Qualifications
At least 2 years of experience in applied service or experience design towards defining product or business requirements At least 2 years of experience with service design methodologies At least 2 years of experience designing for digital products Preferred Qualifications
Bachelor’s degree or military experience Advanced degree, trainings, or certifications in service design, design, HCI (Human Computer Interaction), or related design fields Background in psychology, anthropology, sociology, data science, HCI or design Background in UX or experience working closely with UX designers and researchers Experience with standard digital design tools (e.g. Figma, Sketch, Adobe Illustrator, Mural, LucidSpark, etc.) A proven record of coordinating a team to deliver a vision or strategy you’ve helped articulate in complex or enterprise systems Familiarity with working in an established design system
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.