Senior Director, Design, Bank Modernization
Company: Capital One National Association
Location: Chicago
Posted on: October 24, 2024
Job Description:
114 5th Ave (22114), United States of America, New York, New
YorkSenior Director, Design, Bank ModernizationThe 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 and drive
differentiated value for our lines of business.The Servicing and
Support Experience Design team is seeking a Sr. Director of Design
to lead our Bank Modernization program. Bank Modernization is one
of our Capital One Retail Bank's top priorities and is focused on
defining the bank of the future by designing experiences for
critical customer and associate needs, using a human-centric lens
to inform how product and tech teams will enable them on the back
end.You will lead interdisciplinary design teams in identifying,
prioritizing and designing differentiated experiences across both
customer and employee journeys, from how customers create and
manage accounts, to how they spend, pay, and grow with their
accounts, to how customers and employees service and support
accounts, to how customers and employees Create and Manage
Products.As a strategic leader, you will operate at the
intersection of customer experience, technology and business
strategy to uncover and co-create compelling, data-driven
experiences in partnership with product and technology teams. You
will lead your team through developing experience insights, setting
strategy, and rigorously generating and refining UX or UI and
content design to deliver on Bank Modernization objectives with
world-class design quality.And you'll do it all in a collaborative
environment that encourages you to build cross-functional partner
relationships, take on new responsibility, and promote continuous
learning. As part of a broader senior design leadership team
focused on designing experiences for both customers and Capital One
associates, you will also play a key role in designing at the
intersection of complementary initiatives focused on modernizing
data, operations and enabling tech platforms.Our ideal candidate
has extensive experience across 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 Will Do: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 UX and
UI.
- 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.
- Shaping and evolving operating models including program
planning, resourcing and effective collaboration across product,
design, analysis and technology teams.
- Charting experience roadmaps that span near, medium and
long-term horizons, aligning experience maturity to people,
process, tech and data capabilities.
- Leading in translating complex ideas into understandable
experience 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, service blueprinting 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 or 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 and service 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:
- At least 10 years of experience in leading UX or UI teams in
delivering products to market.Preferred Qualifications:
- 12+ years experience in a role leading teams across UX, UI,
strategy, content, and research.
- Advanced degree, trainings, or certifications in User Interface
design.
- Has experience in a design toolkit that spans product design,
service design, design strategy and content design.
- Deep experience leading product and service design teams
operating across UX and UI, strategy, content, and research from
strategy through delivery to market.
- Deep experience partnering with product managers, engineers,
marketing, and analytics leaders across multiple business lines to
shape strategy, OKRs, roadmaps, and operating models.
- Deep experience interfacing with executive leadership to solve
problems, influence key decisions, and drive results across
strategy, design, roadmaps and investments.
- 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 complex organizations.
- Exceptional people management and development skills.
- Exceptional workshop and meeting facilitation skills.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): $272,600 - $311,200 for Sr. 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.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 . Eligibility varies based
on full or part-time status, exempt or non-exempt status, and
management level.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 . 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 .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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Keywords: Capital One National Association, Lombard , Senior Director, Design, Bank Modernization, Executive , Chicago, Illinois
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