UX Service Designer

114 5th Ave (22114), United States of America, New York, New York

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.

UX Service Designer

About the role:

We are looking for a UX designer with service design experience. This is a role that entails design of a comprehensive, cross platform experience, and we seek someone who is customer-centered in their approach, and who maintains empathy for customers at every level.

As a part of the Customer Account Management team, you will play a pivotal role in helping customers open and set up their accounts for success through the life of their relationship with Capital One Bank.

You have proven experience in leading a project, creating the approach and program governance, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.

Communication and documentation of your work are key here as you will be engaging regularly with various tech teams and other stakeholders across the organization. You are a team player, a social animal who thrives in a collaborative environment. You're a good, honest partner who doesn't hold back in seeking input and insights from others while offering up constructive criticism and sharing your own knowledge openly.

Some other ways you might describe yourself:

Customer Advocate:
You put the customer at the center of everything you do. You are driven to strengthen the customer relationship through empowerment, transparency and control - removing the inherent friction customers experience when signing up for-and managing-their banking relationship.

Design Thinker:
You'll uncover real business problems, prototype low-fidelity ways of solving that problem, and then design full-scale experiences that serve millions of people every. single. Day.

You are at your best when leading stakeholders and partners through brainstorming sessions, workshopping solutions in a truly collaborative fashion.

Systems Thinker
You have a knack for stepping back and looking beyond the immediate problem to see how it fits into the larger ecosystem-across channels, touchpoints, and platforms-and then diving in to nail the important details.

You'll think about the team, the product, and the customer as all a part of your own business; it needs a purpose-whether to solve a problem, entertain, educate, or delight-and you'll measure its performance against these goals. You don't wait for the next order to be issued. You seek opportunities and build the case for where the team needs to move next in order to bring the greatest impact

You are clear in articulation of intent and goals, and you know how to use data and research to back up your work. You'll seek out analytics and user testing data to help you make design decisions, support your design decisions, and iterate on your past design decisions - all so we constantly get better at getting better.

Both digital and Physical:
Partnering with peers to ensure the experience in our branches and caf├ęs is consistent with our online experience.


Always put the User first. And you Work hard to design the most personal experiences people have ever seen. Teach the team what you know, and also be humble enough to learn from others. Sharer of Ideas. You share early and often. You know your work is not sacred, and getting buy in from stakeholders-and making them feel included in the process-benefits everyone. Recognize the people around you when they've done something exceptional (because the same will happen to you) Don't need constant supervision, reminders, or self-assurances - we're all motivated, organized, self-starters

You need:

  • In-depth knowledge and experience within a relevant service design discipline (Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design)
  • Deep expertise in design thinking/human-centered design
  • A thorough understanding of prevailing best practices in web and mobile design, including responsive web frameworks and mobile interaction guidelines
  • Proven designs and experience of launched services that have been implemented in the real world

Basic Qualifications:
  • At least 3 years of experience with user experience (UX) design

Preferred Qualifications:
  • At least 4 years of experience with user experience (UX) design
  • At least 4 years of experience designing for omni-channel services
  • Background in Psychology, Anthropology or Sociology

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

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