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Service Designer at

Service Designer

McLean, VA Full-Time
11 West 19th Street (22008), United States of America, New York, New York

Service Designer

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 currently seeking a Service Designer to join our team. 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. 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:
Collaboration & Connection
Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

Participating in translating complex ideas into understandable concepts that evolve and enhance the product experience

Advocating for the customer through human centered design methodologies (like design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints

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

Championing prioritization of design-centered product enhancements grounded in research and analysis, such as design thinking and service design methodologies

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

Discovery & Delivery
Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

Demonstrated interest and aptitude in service design methods

Participate in end-to-end product and experience design by:
Working with researchers to understand customer needs and define opportunities  through usability and empathy studies

Blueprinting existing and new digital and in-person 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 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, human-centered design, and at least 5 years of design thinking tools and methods
Preferred Qualifications Bachelor’s degree or military experience
Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
Designing for cross-channel experiences
Comfortable working with Product and Tech partners
Experience working in an Agile environment
Experience designing for data-heavy experiences and/or complex enterprise systems
Strong knowledge of product design processes
Familiarity with design and prototyping tools, such as: Figma, Sketch, Invision and/or Adobe Creative Suite
Familiarity with working in an established design system
Experience piloting services, and operationalizing pilots into resilient service experiences
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
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.

Location is New York City

- $127,092 and $149,940 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.

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 [ Email address blocked ] - Click here to apply to Service Designer . 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 [ Email address blocked ] - Click here to apply to Service Designer

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).

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