Service Designer, Accelerator Program

Locations: VA – McLean, United States of America, McLean, Virginia

Service Designer, Accelerator Program

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

This role supports The Accelerator, an internal engine to help propel our nascent businesses from inception to “ready to scale.” Through this engine, we 1) dedicate and empower senior, cross-functional leaders, 2) proactively remove administrative friction, 3) create alternative integration paths aligned to requisite levels of risk, 4) relentlessly create space for innovation, and 5) insulate broader Capital One from zero-to-one entity risks. Once a zero-to-one business joins our portfolio, we sit down together to identify the biggest challenges ahead. For each qualifying challenge, we bring together our pod teams and invite special guests to infuse deep expertise and synthesize comprehensive solutions, fast. Along the way, we document learnings to create actionable playbooks that distill complex processes into easy-to-understand steps.

We are currently seeking a Service Designer to join our team. We are passionate about human centered design and research methods advocating for user needs and delivering world-class products and services that redefine our customers’ day-to-day financial activities.

The Design team at Capital One is at the forefront of enriching our customers’ and employees’ 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. 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.

This role supports The Accelerator, an internal engine to help propel our nascent businesses from inception to “ready to scale.” Through this engine, we 1) dedicate and empower senior, cross-functional leaders, 2) proactively remove administrative friction, 3) create alternative integration paths aligned to requisite levels of risk, 4) relentlessly create space for innovation, and 5) insulate broader Capital One from zero-to-one entity risks. Once a zero-to-one business joins our portfolio, we sit down together to identify the biggest challenges ahead. For each qualifying challenge, we bring together our pod teams and invite special guests to infuse deep expertise and synthesize comprehensive solutions, fast. Along the way, we document learnings to create actionable playbooks that distill complex processes into easy-to-understand steps.
What You’ll Do:

As a maker, 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 and in-person service experiences
• Helping to support translating complex ideas into understandable concepts that evolve and enhance the product and service experiences, identifying and reducing duplicative work.
• 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 employee and banking experiences across in-person and digital touchpoints
• Helping to create and facilitate design-led workshops to engage and build alignment across different partners and teams
• Championing prioritization of design-centered product and service enhancements grounded in research and analysis
• Connecting with design community peers by learning, sharing, and teaching

• Working with partners and teams across various geographies
• Embracing and advocating for an experience mindset – this is as important to the work as the results

Discovery & Delivery

• Supporting early product definition by working with partners to participate in discovery sessions and conduct research using a variety of methods that uncover customer pain points and opportunities

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

• Participating in and leading end-to-end product and service design by:
  • Blueprinting existing and new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
  • Partner and lead in the creation of 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
  • Leading and guiding the creation of high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications

• At least 2 years of experience in service design, design strategy, human-centered design, or design thinking tools and methods

Preferred Qualifications

• Designing for cross-channel experiences
• Comfortable working with Product and Tech partners to deliver services and experiences in an agile environment
• Experience designing for data-heavy experiences and/or complex enterprise systems
• Strong knowledge in product and service design processes
• Familiarity with design and prototyping tools, such as: Figma, Sketch, Invision and/or Adobe Creative Suite
• Familiarity with working in and contributing to an established design system

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: $112,400 – $128,300 for Sr. 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 the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 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).