Sr. Design Director - Credit Card Onboarding job

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.

Sr. Design Director - Credit Card Onboarding

Sr. Design Director - Credit Card Onboarding

Hi there, we’re the Set for Success team! We’re an ambitious, collaborative, and fun-loving group of executives, designers, developers, product managers, marketers, researchers, and analysts who obsess over creating seamless and delightful experiences for new & reissued credit card customers. We thrive on our deep understanding of customer and business problems, and our culture-defining teamwork in collaboratively strategizing, designing, and delivering holistic experiences. We’re passionate about orchestrating huge end-to-end customer journeys, at massive scale, across every channel — not just digital. We’re the guardians of the customer experience from their very first moments through their first months with us, and we’re on the cusp of breaking new ground that could define our industry.

What we’re looking for:

We’re seeking an established and dynamic Experience Design leader focused on strategic product vision, design talent growth, and coordinating teams to execute for impact at scale across the Set for Success program. You will work in close partnership with executives in Design, Product, Tech, Marketing, Operations, and Analytics to achieve high-value results that position design effectively to pursue and deliver innovative, experience-led product strategies. As the leader of the S4S design team, you will inspire and empower a high-performing and innovative group of design strategists, content writers, researchers, UX/UI designers, and front-end developers in defining and delivering game-changing, end-to-end product experiences that simplify the complex across platforms, channels, and devices. You’ll clear the path for great design with a seat on the cross-functional S4S program leadership team, with whom you’ll build the program culture and operating model. And you’ll work side by side with some of the most exciting design leaders in the world, who bring inspiration, heart, critique, and camaraderie to work every day, and are committed to Change Banking for Good.

This job’s right for you if you if you’re pretty darn good at — and passionate about — these things:

• You’re an experienced design leader and a go-to connector, collaborator, and partner. You will be the go-to partner in Design for Product, Tech, Marketing, Operations, and Analytics leaders and teams for the Set for Success program. You’ll drive and participate in forming and reforming strategy, product vision, and execution plans. You can effectively bring your partners to one table to foster the growth and impact of our products, and negotiate the best outcomes for our customers and business.

• You’re skilled at defining a portfolio of work and prioritizing design efforts and investments within. You will consult on and align with the needs of your partners in defining portfolio plans, and spot opportunities with peers in Design leadership to seek out and shape integrated experiences that connect more parts of our customers' needs and business strategies. You’ll assess the skills and development areas of the designers on your team to align them to the right opportunities to deliver key results and encourage their growth.

• You’re a systems thinker and orchestrator. You can effectively connect the dots between product experiences in the ecosystem. You’ll collaborate with cross-functional leaders to orchestrate the greater experience ecosystem, find efficiencies across shared technologies and common service moments, and unlock higher order value across the enterprise.

• You’re a passionate advocate for great experiences. You’re an engaging communicator, facilitator, and storyteller who can sell a vision, energize partners to do the right thing (not the easy thing), and empower designers in pursuing ambitious ideas with bulletproof UX.

• You’re an inspiring leader, mentor, and coach with a growth mindset. You will guide and grow the design leaders within the team that reports to you, enabling them to scale and create value through the experiences they deliver with their teams and partners. We all stumble and fail, and our culture embraces learning. You’re humble about your own mistakes and always want to do better — for yourself, your team, our business, and our customers. And you’ll inspire this same mindset in your team and partners.

• You’re skilled at guiding results-driven, end-to-end design from strategy to execution. You know the ins-and-outs of what’s needed to design and deliver a great experience, and can set reasonable expectations and project timeframes with cross-functional leadership peers. You can effectively provide feedback to your team in how they frame problems, define insights, create compelling visions, design concepts and prototypes, and communicate their ideas. You have a critical eye for great UX, UI, visual, and content design, and can ensure your team delivers top-quality work.

• You love what you do. You are constantly energized by solving customer & business problems and empowering teams to deliver elegant design solutions. You’ll shape our culture with your contagious enthusiasm — and that’s what makes you a great leader.

What you’ll bring:

• A track record of partnership building and leadership of design teams that span research, strategy, and execution

• A comprehensive portfolio with examples that showcase your storytelling capabilities, demonstrate design leadership and strategic vision, and show how you have influenced partners and teams to arrive at compelling product solutions

• A deep understanding of human-centered design, UX practices, and building high-performing teams that balance design skillsets

• A critical eye for exceptional design quality, and effective practices in delivering design critique and growth feedback to your team

• Proficiency with current design tools (Sketch, Invision, Figma, Adobe CC, etc.) and presentation formats (Google Slides, Keynote, PPT, Prezi, etc.)

If this sounds like you, let’s talk!

Basic Qualifications

• Bachelor’s Degree 

• At least 10 years experience leading Customer Experience, Product Design, or Experience Design

• At least 6 years of experience managing a cross-functional team of design strategists, content strategists, researchers, and UX/UI designers

Preferred Qualifications:

• Bachelors or advanced Degree in Human-Computer Interaction, Design, Behavioral Science, or related field

• 12+ years experience in a role leading Customer Experience, Product Design, or related customer experience teams

• 8+ years of experience managing a cross-functional team of design strategists, content strategists, researchers, UX/UI designers, and front-end developers

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.