Service Design Lead, Small Business Bank Design

1750 Tysons (12023), United States of America, McLean, Virginia

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. Together, we are on a quest to change banking for good.

Service Design Lead, Small Business Bank Design

The Small Business Bank Design team at Capital One will be a new and diverse group of human-centered designers charged with designing experiences in service of a small business owner's dream, providing them with financial tools and advice that feel exclusively created for every moment in their journey. The Small Business Bank Design team is partnered with talented partners from product, tech, ops, analytics, communications, culture, and brand teams to bring about a persistent focus on our customers and create elegant, simple digital-first products that can revolutionize the lives of small business owners.

There are many opportunities for the right candidate:

  • Work on cross-discipline teams to collaborate on various Design, Business and Technology initiatives
  • Grow your skills and experiment with new technologies in an inclusive culture
  • Be a part of building useful, usable and measurable experiences that are integrally connected
  • You will help define what it means to be a part of a "start-up" culture, while having the support of a financial institution
  • Competitive salary and benefits
  • If you are passionate about Design and how we can measure our value in business terms, always staying on top of your UX/Product/Service Design skills, can help direct this process with our development teams and thrives in a collaborative environment, we'd would love to meet you!


As a Service Design Lead you will:
  • Work with talented designers in a highly collaborative, supportive environment
  • Use your innate curiosity to challenge assumptions and uncover new insights
  • Participate in all aspects of the design process to frame problems, define insights, create compelling visions, and make concepts and prototypes
  • Use customer research to inform your design thinking and target meaningful solutions
  • Perform service design research and create service design artifacts, such as journey maps and service blueprints
  • Translate learnings and insights from service experience research to define and participate in UX design work
  • Create flows, sketches, wireframes, prototypes and other design artifacts to define and communicate end-to-end user experiences
  • Create user testing guidelines, and conduct user-centered validation and evaluative research on in-progress product and service concepts
  • Synthesize findings and recommend next steps for concept development
  • Bring thoughtfulness and pixel-perfect attention to detail to your work
  • Use your presentation skills to sell your service and UX design work to designers and stakeholders
  • Always be learning, be flexible and deliver amazing quality


What you bring:
  • Experience in UX design and core service design methods and processes
  • Experience in User Testing and evaluative product/service research
  • Ability and desire to work in all phases of the design process (thinking and making)
  • Depth in at least one practice area (experience strategy, service design, interaction design, visual design, or design research) that sets you apart from the pack
  • A passion for creating new methods and practices
  • A collaborative nature with strong communication skills, sincerity, and a sense of humor in the face of ambiguous design challenges
  • Confidence and pride in your work, skills, experience, and expertise


Basic Qualifications
  • Bachelor's degree
  • At least 3 years of professional experience with user experience design
  • At least 3 year of professional experience with user testing and evaluative research
  • At least 1 year of experience managing other designers


Preferred Qualifications
  • Master's degree in design, human-computer interaction or related design field
  • 5 years of professional experience with user experience design, user testing, and evaluative research
  • 5 years of experience designing for omni-channel services
  • 3 years of experience with prototyping tools such as InVision
  • 2+ years of experience managing other designers
  • Professional experience with service design
  • Experience with Sketch and/or Adobe Creative Suite
  • Prototyping experience
  • Experience working with Agile


At this time, Capital One will not sponsor a new applicant for employment authorization for this position.


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