Service Designer, DC Area

Money is an important aspect of everyone’s lives. It can lead to delightful moments as well as stressful ones. People’s hopes and fears depend on their unique financial situation, and many other factors. But digging in to these things so we can design natural conversations that help and empower humans is exactly what we are doing at Capital One.

Hopefully that’s why you are readingbecause you’ve got experience as a content strategist, information architect, service designer, or UX designeror maybe a combination of these. And you’re curious about what it’d be like working alongside AI designers, researchers, tech leads, product managers, and data analysts developing the strategy driving our work today and the future of Capital One’s Conversational AI products. What gets us excited is gifted storytelling and connecting, and someone who can flex from being strategic to tactical and from being creative to analytical.

To join our team, you will need expert presentation and communication skills and a strong background in applying theoretical knowledge to real world digital service design challenges. You will need to contribute across the project lifecycle, with comfort and fluency as a researcher, strategist, and designer in order to uncover insights that inform the AI product roadmap.

What You’ll Be Doing:

  • Bridge the value customers gain through interaction with AI and broader Capital One servicing experiences
  • Audit existing and blueprint new conversational AI and digital experiences, identifying opportunities and solutions for improvement and experimentation
  • Envision and design new touch-points to evolve the in-person and digital experiences of our AI
  • Translate aspects and components of the service experience to new channels and contexts
  • Create tools and systems with partners to enable, scale, and sustain service operations and implementation
  • Create lightweight training tools with partners to support associates (UX designers, Content Designers, Product Managers, Data Analysts) across the ecosystem
  • Align business, tech, and design partners to foster growth and impact of our products

What You’ll Bring:

  • Mastery of the human-centered design process (thinking and making), including research, analysis, synthesis, prototyping, and implementation
  • The ability to design at various levels of zoom, from interactions and touch-points to products and services to end-to-end journeys
  • A creative approach that strives for value creation not only for customers but also for employees and the business
  • A systems-oriented mindset, with an appetite to dig into complex design challenges
  • Depth in at least one practice area (experience strategy, service design, interaction design, visual design, or design research) that sets you apart from the pack
  • Confidence and pride in your work, skills, experience, and expertise
  • A collaborative nature with strong communication skills, sincerity, and a sense of humor in the face of ambiguous design challenges
  • Professional communication style, both verbal and written

Experience You’ll Need:

  • Demonstrated interest and aptitude in service design methods
  • Bachelor’s degree in design, HCI, related design fields OR equivalent experience
  • At least 6 years of professional experience UX, Service, or Content design
  • Master at Sketch and/or Adobe Creative Suite
  • Polished presentation and public speaking skills
  • Strong knowledge and fluency in product design processes
  • Stellar communication design skills

For more information contact: audra.koklysplummer@capitalone.com