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Service Design Lead - Servicing and Support Experiences (SSX)

BlueTarp Financial

BlueTarp Financial

Customer Service, Design
New York, NY, USA
Posted on Thursday, May 30, 2024


NYC 299 Park Avenue (22957), United States of America, New York, New York Service Design Lead - Servicing and Support Experiences (SSX)

The Servicing and Support Experiences (SSX) design team is currently seeking a Lead Service Designer to join our team. We enable the people and tools that support customers in their lowest moments and turn them into their highest moments. We design for both associate-guided and digital interactions to bring clarity, simplicity, and convenience to customers wherever they are in their journey, and resolve their needs across any channel.

In this role, you will lead a design team in conducting discovery on critical customer and associate needs and developing experience concepts that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers to map out complex front and back stage interactions across channels, platforms and users in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) and create roadmaps from pilot to experiences at scale.

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. 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. We are passionate about human centered design methods, advocating for user needs, and delivering world-class products that redefine our customers’ day-to-day financial activities and amplify our associates’ ability to support them. If you’re an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

You’ll be asked to handle a variety of responsibilities, including:

Strategy & Planning

  • Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

  • Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences

  • Engaging in portfolio prioritization to help set the strategy for the team

  • Managing through shifting priorities to provide clear direction and input on service definition

  • Advocating for the customer through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences

  • Creating and facilitating design led workshops to engage and build alignment across different partners and teams

  • Championing prioritization of design centered value enhancements grounded in research and analysis

  • Playing a critical role in solidifying the strategic direction and roadmap with partners

  • Presenting work comfortably to large audiences and stakeholders of varying levels of seniority

  • Embracing and advocating for an experience mindset - this is as important to the work as the results

  • Connecting with design community peers by learning, sharing, and teaching

Lead & Develop Project Teams

  • Building and leading successful teams by mentoring, coaching, and elevating others

  • Guiding team members in strategy, research, alignment, analysis, and content design execution tasks

  • Providing constructive feedback in design critiques to raise the quality of thinking, communication, and execution

Discovery & Delivery

  • Driving early product or service definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

  • Creating new service design tools and methods, and leading others in the process

  • Participating in end-to-end service experience design by:

    • Planning project activities and timelines

    • Planning and conducting research to understand customer needs and define opportunities through empathy studies

    • Creating artifacts like personas, archetypes, and behavior modes to communicate customer behaviors, motivations, and needs to partners and other designers

    • Blueprinting existing and new digital experiences, identifying opportunities and solutions for improvement and experimentation

    • Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools

    • Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines

    • Supporting effective storytelling and presentation of visual concepts to various stakeholders

    • Partnering with other designers in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications

  • At least 5 years of experience in service design, design strategy, or human-centered design

  • At least 5 years of experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations

  • At least 4 years of experience blueprinting existing and new digital experiences

  • At least 4 years of experience with design and prototyping tools, such as Figma

  • At least 3 years of experience leading design projects

Preferred Qualifications

  • 8+ years of experience in service design, design strategy, or human-centered design

  • Bachelor’s degree or military experience

  • Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields

  • Experience piloting services and operationalizing them into resilient service experiences

  • Experience designing for internal users, particularly in complex or ambiguous problem spaces

  • Experience working within a large Enterprise environment and collaborating with a cross-functional team

  • Proficiency working with Product and Tech partners, including sharing design thinking methodology and design work

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

New York City (Hybrid On-Site): $163,300 - $186,400 for Manager, Design San Francisco, California (Hybrid On-Site): $173,100 - $197,500 for Manager, Design

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).