Design Director - Card Platforms & Data

114 5th Ave (22114), United States of America, New York, New York
Design Director - Card Platforms & Data
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams.
What we're looking for:
The Card Data, Models, and Credit team is seeking an established and dynamic Experience Design leader focused on strategic product vision, design talent growth, and coordinating teams to execute for impact at scale. This person will work in close partnership with leaders in Design, Product, Data, and Tech to solve complex systems problems, achieve scalable results, and deliver innovative, experience-led product strategies for our internal customers.
What You'll Do:
As a leader in the Consumer Card & Bank design team, you will inspire and empower a high-performing and innovative group of service and UX/UI designers in defining and delivering compelling, end-to-end product experiences that simplify the complex across platforms and customer types. You'll clear the path for great design with a seat on the cross-functional product leadership team, with whom you'll build the vision for our core experiences. And you'll work side by side with some of the most committed designers in the world, who bring inspiration, heart, critique, and camaraderie to work every day.
Strategy & Planning

• Engaging in portfolio prioritization to help set the strategy for the team
• Managing through shifting priorities to provide clear direction and input on product definition
• Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences
• Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences
• Advocating for the customer (in this case the backend staff and associates) through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints
• 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
• Connecting with design community peers by learning, sharing, and teaching

Systems Design

• You're skilled at defining a portfolio of work and prioritizing design efforts and investments within.
• You're a systems thinker and orchestrator. You can effectively connect the dots between product experiences in the ecosystem. You'll collaborate with cross-functional leaders to orchestrate across the ecosystem.
• You can effectively bring your partners to one table to foster the growth and impact of our products, and negotiate the best outcomes for our customers, associates, and business.

Execution & Delivery

• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
• Framing problems, defining insights, and designing new methodologies/practices to serve customer needs
• Participating in end-to-end product and experience design by:
  
  • Leading research to understand customer needs and define opportunities through usability and empathy studies
  • Audit existing and blueprint new digital experiences, identifying opportunities and solutions for improvement and experimentation
  • Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
  • Participating in our RFP process to ensure technology partners support the needs of our customers
  • 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 10 years experience in Customer Experience, Product Design, or Experience Design
• At least 6 years of experience managing a cross-functional team of design strategists, content strategists, researchers, UX or UI designers

Preferred Qualifications

• Advanced Degree in Human-Computer Interaction, Design, Behavioral Science
• 12+ years experience in a role leading Customer Experience, Product Design, or related customer experience teams
• 8+ years of experience managing a cross-functional team of design strategists, content strategists, researchers, UX/UI designers, and front-end developers
• 5+ years experience working with data and/or in a complex and regulated domain like finance, banking, or healthcare
• Experience designing for data-heavy experiences or complex enterprise systems
• Experience working in an Agile environment
• Experience with design tools, such as Figma, Sketch, Invision or Adobe Creative Suite
• Familiarity with working in an established design system
• Experience designing for cross-channel experiences and backend staff or associates
• Comfortable working with Product and Tech partners to deliver services and experiences

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
New York City (Hybrid On-Site): $233,100 - $266,000 for Director, Design
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.
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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).