Senior Associate, Service Designer - EPX.xd

McLean, VA, United States

Locations: VA - McLean, United States of America, McLean, VirginiaSenior Associate, Service Designer - EPX.xd 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.

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 EPX.xd team. The EPX.xd team works closely with internal Enterprise products designed to help improve associates' experience to enable them to perform their jobs more efficiently and effectively. 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.

What You'll Do: 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 2 years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field

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, 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.

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): $114,700 - $130,900 for Sr. Associate, DesignSan Francisco, California (Hybrid On-Site): $121,400 - $138,600 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 . 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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