Service Designer, AI Design

Capital One’s Artificial Intelligence (AI) Design team is looking for an experienced Service Designer to work alongside AI designers, researchers, tech leads, product managers, and data analysts on developing the strategy behind the future of Capital One’s Conversational AI products. The ideal candidate is a gifted storyteller and connector. S/he is 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 Do

  • Bridge the value customers gain through interaction with AI with 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


  • Demonstrated interest and aptitude in service design methods
  • Bachelor’s degree in design, human-computer interaction or related design field
  • At least 6 years of professional experience with User Experience Design
  • At least 4 years of professional experience with Service Design
  • At least 4 years of experience designing for omni-channel services and prototypes
  • Master at Sketch and/or Adobe Creative Suite
  • Great presentation and public speaking skills
  • Experience with teaching or training
  • Knowledge and fluency in product design processes
  • Stellar communication design skills

For more information contact:

Visual Designer, DC Area

Money. It’s something everyone has to deal with. How people approach their money is a complicated equation with many factors and influences. Is it possible to solve complex problems people have that relate to money? YES, IT IS. And that’s exactly what we’re doing right now at Capital One – by reinventing banking through user experiences that people WANT to use.  Do you have what it takes to design useful, necessary and delightful experiences that will reach millions of people every day? If so, this might be your opportunity. 

What You’ll Be Doing:

  • Ideating and thinking critically about how users interact with their money—and their available credit—and what they choose to do with it. From design sprints to team exploration, you’ll be brainstorming, sketching, and wire-framing your ideas and sharing them with others. You want to completely and positively change customers’ expectations on what their bank can do for them.
  • Researching and discovering user insights by talking to people in order to inform your product ideas. IOW, you’ll be learning about people and how they interact with money, how they use it, and designing products to meet those needs. Design thinking isn’t just a buzz word for you, it means placing customers first, adapting, and evolving your designs as you learn.
  • Co-creating content with some of the best designers, product managers, content strategists, researchers, engineers, and other partners in the industry. Together, you’re designing a cross-platform product, so it’s super crucial you’re a collaborative, inclusive person who can comfortably transition between strategic planning to detailed execution–from discussing user interaction conceptually, to tactically making those interactions real.
  • Designing more than just user interface layouts with visual polish. You’ll be creating every possible path of a user flow, designing thoughtful interactions, and adding useful (and enjoyable) animations to enhance an otherwise static experience–all with the customer at top of mind. Tackling complex problems will be a regular activity, and you’ll transform them into intuitive, user-centered experiences.
  • Prototyping your ideas and product needs using whichever tool is most expedient. In browser or out, you’ll take care to provide highly accurate and technically feasible prototypes that will be used and shared regularly. A prototype is worth a thousand meetings, and yours will help expedite the design and product development cycle.

What You’ll Need:

You understand the commonalities and peculiarities of the professional world. Perhaps you’ve been working for just a few years, or you’ve got almost a decade of work that you can speak to. You constantly think about the future and what it holds for design and technology. You have an ambition to never stop learning, and constantly explore new technologies and design patterns. You understand that design is the details, but it’s not just the pixels that make it successful—it encompasses the whole product experience, and you see design potential in emerging technologies. The designer in you will be exceptionally proficient in tools such as Sketch, Illustrator and After Effects/Animate. You’ll enjoy creating illustrations and making them come to life with animations—micro or full scale—maybe you’ll even have some video skills. The prototyper in you has a solid understanding of HTML + CSS, but also can quickly produce using other tools like Invision or Flinto. You are no stranger to the pencil and moleskine, but you may prefer a whiteboard marker or stylus. Either way, you like to mock up your ideas as you have them, and love to share with others for feedback. You are comfortable talking with people and know how to gain insights through a combination of conversation and data. New tools? You probably already know about them and tried them, because as technology keeps changing – you keep changing.

If you’re interested, please apply here!