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Design Strategist - Servicing and Support Experiences (Bank Mod)

BlueTarp Financial

BlueTarp Financial

Customer Service, Design
New York, NY, USA
Posted on Wednesday, June 5, 2024


114 5th Ave (22114), United States of America, New York, New York Design Strategist - Servicing and Support Experiences (Bank Mod)

The Servicing and Support Experiences (SSX) design team is currently seeking a Design Strategist. 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. We are looking for a human-centered Design Strategist with a strong background in applying creative, analytical, and theoretical knowledge to complex digital service design challenges. In this role, you will apply both your analytical and strategic skills to harness data, uncover opportunities, and define solutions that realize a human-centric vision for the retail bank of the future. You will collaborate with other designers in creating experiences for customers and internal users across channels and platforms in multiple foundational domains (e.g., Money Movement, Customer Management, Account Servicing) from pilot to full operational 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.

What You’ll Do:

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

  • Synthesizing primary and secondary customer research to identify key insights and opportunities to drive value for customers and the business

  • Synthesizing and analyzing performance data (reviewing dashboards, analytics and raw data sets on business performance and experience performance across channels) into actionable insights and concrete opportunities to drive customer and business impact

  • Conducting landscape and competitive analysis to identify and forecast emerging customer experience trends, threats, and opportunities

  • Creating strategic frameworks and facilitating strategy working sessions to help multi-disciplinary teams think about a market, opportunity spaces, risks, and customer needs to drive decision making, ideation and prioritization

  • Developing strategic recommendations that will drive growth, profitability, and competitive success for Capital One

  • Collaborating with teams to solidify and focus sometimes broad and ambiguous experience and market challenges into concrete and measurable problem statements and opportunities.

  • Evaluating the strategic, operational and organizational implications of experience concepts (e.g. impacts to operating model, impacts to different lines of business, implications for existing or new processes and capabilities)

  • Working closely with colleagues across Capital One including Research, Strategy, Design, Product, and Technology partners

  • Contributing and guiding teams through the human-centered design process (discovery, synthesis, ideation, design, and testing of new product and service concepts) to drive business intent and outcomes

  • Balancing multiple projects and programs concurrently

Our ideal candidate will have the following experience and skills:

  • Proficiency in strategy analysis methodologies including market and competitive analysis methods, trends analysis, problem framing and prioritization methods

  • Proficiency in analyzing data to deliver customer intelligence and market research insights

  • Proficiency in business case development in whitespace thinking - communicating analysis, customer trends, opportunity sizing, and business impact grounded in insights

  • Proficiency in evaluating strategies and concepts across customer desirability, business viability and feasibility with subject matter advisors

  • Impeccable written and oral communication credentials.

  • Champions unique viewpoints and unorthodox thinking to find unique solutions to customer and business problems

  • Comfortable traversing a large and complex organization to build relationships and influence with key stakeholders

  • Comfortable presenting work to large audiences and stakeholders of varying levels of seniority

  • Successful track record of thriving in a fast-paced, entrepreneurial and fluid environment

  • Familiarity with design thinking and human-centered design methodologies

  • Familiarity with digital and technology trends

  • Familiarity with the digital product lifecycle

Basic Qualifications:

  • At least 4 years of experience in design strategy, qualitative and quantitative analysis, customer intelligence, business analysis, experience strategy, innovation strategy, or strategy consulting

Preferred Qualifications:

  • Bachelor’s degree or military experience

  • Previous consulting experience in customer analysis related roles

  • Experience planning, executing, synthesizing, and presenting research with actionable next steps and recommendations

  • Experience with developing innovation and customer experience trend reports

  • Experience with developing strategic recommendations based on customer intelligence

  • Experience playing translator and connector between business and design teams.

  • Experience working with digital product, research, strategy, or design teams

  • Familiarity with working in design innovation environments

  • Familiarity with technology trends and startup ecosystem

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

  • Masters in Business Administration or comparable training is a plus

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): $134,100 - $153,000 for Pr. Associate, Design San Francisco, California (Hybrid On-Site): $142,100 - $162,100 for Pr. Associate, 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).