About the position
We're currently seeking a Senior Manager, Product Design to join our Experience Design, Bank Servicing Team. Whether self-service or assisted, the Bank Servicing team aims to create effortless servicing experiences for our Retail Banking products that save time, lower costs, and put customers first. This role would be leading our Extended Servicing team to craft, improve, and expand on our different agent-assisted servicing 'case types' to drive an efficient & satisfying servicing experience for our customers. The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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 a creative innovator who embraces an environment where you can experiment and learn, we'd love to hear from you.
Responsibilities
- Demonstrate established expertise in product design, leveraging a variety of skills across interaction, visual and service design.
- Oversee and optimize the use of appropriate tools, platforms, frameworks and design systems.
- Develop artifacts that may include vision stories, user flow mapping, current state and user research, journey maps, blueprints, high-fidelity designs and prototypes.
- Reinforce a positive and inclusive team environment, set goals for the Extended Servicing area aligned to broader portfolio strategy.
- Manage stakeholders and work with them to influence and manage a portfolio of work.
- Remove barriers and train and develop designers who are empowered to reach their potential.
- Advocate for human-centered methodologies that align customer and associate needs and business goals.
- Demonstrate strong knowledge of products, operational processes, customers, competitors and broader market trends.
- Use knowledge to shape how Design should engage, actively managing the portfolio.
- Demonstrate expertise in tech and data capabilities and emerging technologies.
- Engage partner expertise and perspectives from across the organization to support workstream projects.
- Present work across levels and job functions, modeling a strategic human-centered approach.
- Collaborate within the Bank Servicing team, building upon and aligning work to create consistency across our servicing experiences.
Requirements
- At least 8 years of experience in a Product Design role.
- At least 8 years of experience in design and prototyping tools such as Figma.
- At least 2 years of experience in a people leadership role.
Nice-to-haves
- Experience working with and contributing to an established design system.
- Experience collaborating with product, technology and business leaders.
- Experience managing a portfolio of work including establishing and prioritizing projects.
- Experience leading design projects or teams including scoping, project management, stakeholder partnership.
- Experience managing projects in collaboration with cross-functional teams.
- Experience leading multiple projects & milestones.
- Experience facilitating multiple forms of design research including ethnographic, user testing, and focus groups.
- Proficient in workshop design & facilitation to guide stakeholders and others through the design process.
Benefits
- Comprehensive health benefits.
- Financial benefits including performance-based incentive compensation.
- Inclusive set of other benefits that support total well-being.
