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Overview

114 5th Ave (22114), United States of America, New York, New York Director, Design, Card Customer Resiliency

The 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 advocating for user needs and delivering innovative, accessible, and world-class products that redefine our customers’ day-to-day financial activities.

We’re looking for a Product Design Director for our Card Customer Resiliency design team where we’re seeking to build financial resilience for our most vulnerable customers. Through a combination of empathy, transparency, contextual education, and concrete actions, we believe we can lead customers from hardship, to coping and eventually thriving. Your focus will be on the customer experience for people whose accounts are in collections and subsequently, recoveries. People in these situations have missed one or more payments for a credit card bill or have charged off, and may be dealing with a variety of emotions and external factors related to that situation. You’ll be at the forefront of finding new ways for us to connect with these customers, understand their situation, and help them find a path back towards credit that works best for them and can lay the path for a more durable financial future.

Our ideal candidate has experience with the full design lifecycle, from design research to in-market product delivery, and a systems-mindset for defining and deploying consistent and reusable componentry, and patterns, across our product portfolio. They excel, thrive and inspire in cross-functional environments that span design, product, technology and operations. And they bring a strategic and empathetic lens to defining the “why” behind design decisions in service of delivering on both human and business impact.

What You’ll Do:

As a leader, you’ll be asked to handle a variety of responsibilities, including:

Shape Strategy & Planning

• Collaborating with product, technology, operations and analyst teams to uncover customer and business needs, translating them into transformative, intuitive, user friendly, and on-brand interfaces.

• Engaging in portfolio prioritization to help set the strategy for the cross-functional team, understanding the business objectives and key results you are targeting and influencing how the projects you shape in collaboration with partners will drive them.

• Leading in translating complex ideas into understandable concepts that evolve and enhance the product UX and UI.

• Managing through shifting priorities and fostering consistent alignment with senior partners to provide clear direction and input on product definition and business impact.

• Advocating for the customer through human-centered design methodologies, including: discovery, ideation, research synthesis concepting, journey mapping, segmentation and user testing.

• Creating and facilitating design-led workshops to engage and build alignment across cross-functional partners and teams.

• Championing prioritization of experience-led product enhancements grounded in research, analysis and business rigor.

Lead & Develop Teams

• Building and leading successful teams by mentoring, coaching, and elevating junior team members.

• Guiding team members by driving craft excellence in strategy, research, design frameworks, UX and UI, presentation and communication and partner alignment.

• Leading your team through career development plans to encourage talent growth and identification of destination talent.

• Participate in hiring by leveraging your professional, network reviewing resumes, conducting interviews and contributing to consensus sessions.

• Connecting with, training, mentoring and inspiring colleagues across the broader design organization

• Engaging senior design leadership to drive alignment to top of house priorities, elevate craft and foster a culture of healthy review and critique.

Drive Design Execution from Discovery through Delivery

• Supporting early product definition by working with partners to facilitate discovery sessions that uncover customer pain points and opportunities

• Demonstrating familiarity with design methods and tools to oversee design of concepts and prototypes from low to high fidelity

• Evangelizing the value of a systems-mindset, influencing partner adoption and making it easy to realize business impact

• Enabling scale through the creation of reusable design assets, processes, learnings and templates and components

• Drive end-to-end strategic product design by:

  • Framing design methods, objectives and outcomes in alignment with business and user needs.

  • Advising researchers on intuitive and inventive ways to understand customer and associate needs, coupling user and business insights to create relevant and compelling UX and UI.

  • Striking a meaningful balance between standardization and innovation to drive efficiency, boldness and scale in design methods and outputs.

  • Delivering compelling, visual and oral narratives to drive alignment and excitement with cross-functional stakeholders

  • Overseeing the creation of high-fidelity design outputs and aligning them to implementation roadmaps to see them through to market

Basic Qualifications

• Bachelor’s degree or military experience

• At least 8 years of experience in leading User Experience teams

Preferred Qualifications

• Advanced degree, trainings, or certifications in User Interface design

• Experience working within an established design system

• Experience designing for cross-channel experiences

• Comfortable working with a variety of business partners and delivering outcomes

• Familiarity with design and prototyping tools, such as Sketch or Figma

• Experience managing a cross-functional team

• Proven track record of working with cross-functional partners in product, technology and operations to see product creation through from ideation to prioritization, delivery and measurement.

• Experience with guiding, mentoring, growing and inspiring design teams.

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): $233,100 - $266,000 for Director, 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. 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).