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UX Service Designer

Company: Capital One
Location: Clifton Heights
Posted on: November 23, 2020

Job Description:

11 West 19th Street (22008), United States of America, New York, New York UX Service Designer The IPSO (In-Person Services & Operations) team enables the customer to transact with us in physical locations and create the tools and processes to resolve any problems that may arise. We are currently seeking a Service Designer to join our team. 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.

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. 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 (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

Working with partners and teams across various geographies

Embracing and advocating for an experience mindset

Discovery & Delivery

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

Demonstrated interest and aptitude in service design methods

Leading a process and being able to work autonomously 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 4 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.

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, Sketch, Invision 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.

Keywords: Capital One, Philadelphia , UX Service Designer, Other , Clifton Heights, Pennsylvania

Click here to apply!

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