Director, Design, Customer Resiliency

Overview

Director, Design, Customer Resiliency. We’re seeking a Product Design Director to lead the Customer Resiliency Experience Design team, dedicated to enabling customers experiencing financial hardship to stabilize their finances through seamless self-service digital experiences and expert customer support. Our core mission is to inform customers of options and help them navigate their financial recovery journey with ease and confidence.

The Experience Design team at Capital One is focused on enriching digital and physical experiences, creating memorable product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We value collaboration, authenticity, healthy critique, diversity of thought, belonging, and growth. If you’re a creative innovator who embraces experimentation and learning, we’d love to hear from you.

As the Director of the Customer Resiliency design team, you will lead a cross-disciplinary team of designers and collaborate with our research teams, Product, and Tech leadership. You’ll drive high-impact, complex projects and define design strategy aligned to business objectives and the organization’s higher-level vision.

• Product Design Expertise:
  Leverage leadership in product design to elevate the design practice at Capital One. Oversee and optimize tools, platforms, frameworks and design systems; enable your team to develop artifacts such as vision stories, journey maps, blueprints, high-fidelity designs and prototypes.

• Leadership:
  Create an inclusive team environment and set a vision for collaboration that makes the team feel valued and heard.

• Human-Centered:
  Champion customer and partner voices; demonstrate that business and customer outcomes are complementary and exceed baseline expectations.

• Business-Focused:
  Demonstrate expert knowledge of products, processes, customers, competitors and market trends; apply insights to shape how Design engages with business challenges.

• Problem-Solving:
  Share insights on technical advances and data capabilities; help larger teams navigate technical limits to enable bold solutions.

• Collaboration:
  
  Connect across teams, portfolios, platforms, and LOBs to drive coherent experiences and accelerate delivery.

• Communication:
  Present work across levels, integrating design frameworks, data and research insights to influence stakeholders and achieve results.

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

Basic Qualifications:

• At least 8 years of experience in a 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 spanning product design, service design, design strategy and content design

• Experience leading product design teams across UX and UI, strategy, content and research from strategy to 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, navigating constraints to drive sound 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 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

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 are listed by location and refer to the amount Capital One is willing to pay at the time of posting. Salaries for part-time roles will be prorated.…