Director, Design, Customer Resiliency

Capital One•McLean, VA

About The Position

We’re currently seeking a Product Design Director to lead the Customer Resiliency Experience Design team. This team is dedicated to enabling customers experiencing financial hardship to stabilize their finances through seamless self-servicing digital experiences and the expert support of customer service agents. Our core mission is to ensure customers are fully informed of their options and can navigate their financial recovery journey with ease and confidence. 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, learn, and change banking for good, we’d love to hear from you.

Requirements

At least 8 years of experience in a product design role
At least 3 years of experience leading design teams

Nice To Haves

10+ years of experience in UX or UI design, product design, or experience design
5+ years of experience leading design teams
Experience in a design toolkit that spans product design, service design, design strategy and content design
Experience leading product design teams operating across UX or UI, strategy, content or research from strategy through delivery to market
Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, metrics, roadmaps and operating models
Experience working within a design system
Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions
Expertise with design and prototyping tools such as Figma
Experience managing an interdisciplinary design team
Track record of guiding, mentoring, growing and inspiring design teams
Proficiency in business case development, grounding product and user experience decisions to business value
Exceptional written and verbal communication skills
Exceptional interpersonal skills and relationship building across complex organizations
Exceptional people management and development skills

Responsibilities

Lead a talented, cross-disciplinary team of designers
Collaborate deeply with research teams and Product and Tech leadership
Lead high-impact, highly complex projects
Define and drive design strategy that informs the higher-level vision of the organization and aligns to business objectives
Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One
Oversee and optimize the use of appropriate tools, platforms, frameworks and design systems
Enable your team to develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes
Create conditions for a positive and inclusive team environment
Set a vision for an inclusive, collaborative culture that makes your team feel valued and heard
Champion voices of both customers and partners
Model the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations
Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges
Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service of bold technological solutions, data destinations and efficiency
Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results