Director, Design, Customer Resiliency

Director, Design, Customer Resiliency

We're currently seeking a Product Design Director to lead the Customer Resiliency Experience Design team. This team is dedicated to enabling customers experiencing financial hardship to stabilize their finances. We achieve this through seamless self-servicing digital experiences and the expert support of our customer service agents. Our core mission is to ensure customers are fully informed of their options and can navigate their financial recovery journey with ease and confidence.

The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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.

If you're a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

Role Expectations

As the Director of the Customer Resiliency design team, you will lead a talented, cross-disciplinary team of designers and collaborate deeply with our research teams and Product and Tech leadership. You'lll be responsible for leading high-impact, highly complex projects and defining and driving design strategy that informs the higher-level vision of the organization and aligns to business objectives.

Here are some of the expected competencies for this role:

* Product Design Expertise:
Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. Leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and enable your team to develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes

* Leadership:
Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes your team feel valued and heard

* Human-Centered:
Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations

* Business-Focused:
Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges

* Problem-Solving:
Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service of bold technological solutions, data destinations and efficiency

* Collaboration:

Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design

* Communication:
Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results

The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.

Basic Qualifications:

* At least 8 years of experience in product design role

* At least 3 years of experience leading design teams

Preferred Qualifications:

* At least 10 years of experience in UX/UI design, product design, or experience design

* At least 5+ years of experience leading design teams

* Experience in a design toolkit that spans product design, service design, design strategy and content design

* Experience leading product design teams operating across UX and UI, strategy, content and research from strategy through delivery to market

* Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, OKRs, roadmaps and operating models

* Experience working within an established design system

* Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions

* Expertise with design and prototyping tools such as Figma

* Experience managing an interdisciplinary design team

* Track record of guiding, mentoring, growing and inspiring design teams

* Proficiency in business case development, grounding product and user experience decisions to business value

* Exceptional written and verbal communication skills

* Exceptional interpersonal skills and relationship building across…