Director, Design, Customer Resiliency

Capital One • McLean, NY

1d

About The Position

Capital One is seeking a Product Design Director to lead the Customer Resiliency Experience Design team. This team focuses on enabling customers experiencing financial hardship to stabilize their finances through seamless self-servicing digital experiences and support from customer service agents. The core mission is to ensure customers are informed of their options and can navigate their financial recovery journey with ease and confidence. The Experience Design team at Capital One aims to enrich customers’ digital and physical experiences by creating meaningful product experiences that build the Capital One brand, drive business advantage, and foster innovation. The team champions collaboration, authenticity, and healthy critique, valuing diversity of thought and creating a culture of belonging. As the Director, you will lead a talented, cross-disciplinary team of designers, collaborate with research teams and Product and Tech leadership, and be responsible for leading high-impact, complex projects. You will also define and drive design strategy that informs the higher-level organizational vision and aligns with business objectives.

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

• Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One, overseeing and optimizing the use of appropriate tools, platforms, frameworks, and design systems to enable the team to develop artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes.
• Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes your team feel valued and heard.
• Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are complementary, resulting in experiences that exceed baseline customer needs and expectations.
• Demonstrate expert knowledge of products, processes, 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.

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees