Senior Program Manager, Eno University Dean, DC Area

Capital One’s Artificial Intelligence (AI) Design team is looking for an experienced program manager to work alongside designers, researchers, tech leads, product managers, and data analysts on evolving the learning experience for Eno University, a professional development program supporting Capital One’s conversational AI at-scale.  The ideal candidate is a gifted leader, 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 tactical, on-the-ground learning experiences. You will need to work in a highly collaborative environment, rallying partners in creating a cohesive learning agenda.

In This Role You Will:

  • Evolve the vision for Eno University that fosters an inclusive and collaborative environment for learning designers, presenters, facilitators, students, and graduates through effective and targeted programming.
  • Manage and contribute to the Eno University logistics: design and develop materials, plan the agenda, coordinate speakers, develop and send communications, and be the primary point of contact for participants.
  • Provide strategic and tactical leadership to cross-functional partners.
  • Collaborate and co-create with subject matter experts across tech, product, and design.
  • Continually review, create, and implement strategies focused on identifying and supporting curriculum pathing and consistent, evolving engagement. Align with the goals and strategy for Capital One’s conversational AI at-scale.
  • Comfortably transition between strategic planning to detailed execution.
  • Regularly and systematically use data to improve and refine the Eno University curriculum and experience.
  • Understand what is happening in the business and benchmark externally to create a best-in-class learning experience.
  • Be an evangelist of Eno University throughout the company, influencing partner teams and establishing methods for giving and receiving feedback.

Here’s What You’ll Need to Be Successful:

  • Strong people leadership skills
  • Blend of strategic thinking, creativity, and analytic reasoning
  • Exceptional communication and influencing skills
  • Ability to navigate complex organizational dynamics and influence leaders on program direction and outcomes
  • Entrepreneurial ability to identify and prioritize opportunities in highly ambiguous contexts
  • Track record of defining strategy, creating advocacy/alignment and being accountable for outcomes
  • Influence the development and implementation of learning initiatives in support of key business priorities
  • Strong attention to detail
  • Able to prioritize large-scale efforts and effectively allocate resources

Basic Qualifications

  • 5+ years of experience in learning and development
  • 5+ years of experience in curriculum design
  • 5+ years of experience working in a corporate training or education role

Preferred Qualifications

  • 3+ years of experience in design strategy, service design, or related design field
  • 5+ years demonstrated experience providing coaching and/or feedback to associates
  • Experience working with Artificial Intelligence/Machine Learning or system design

Sound interesting? Let’s chat! Send Audra Koklys Plummer (audra.koklysplummer@capitalone.com) a message about this post.

UX Product Designer, DC Area

Money. 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 conversational financial products. If you have experience and passion designing for machine learning and artificial intelligence – this might be your opportunity to join an amazing team creating products that reach millions every day.

What You’ll Be Doing:

    • Ideating and thinking critically about how users interact with conversational messaging and voice-enabled user interfaces. From design sprints to team exploration you’ll be brainstorming, sketching, and wire-framing your ideas and sharing them with others. You will 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, and designing products to meet those needs. Design thinking isn’t just a buzz word for you, it means placing customers first, adapting, and iterating on your designs as you learn.
    • Analyzing customer data, and watching market trends for conversational interfaces and Artificial Intelligence. We’re using data from our customers and potential customers to define the future of our messaging products, from Alexa to Cortana to bots and beyond. And you’ll use this data to inform how you design for those products. You pay attention to qualitative and quantitative data, and when necessary even bake in certain tests to learn more about the customer. Your hunches are probably right – but you don’t make design decisions in a black box.
    • Co-creating content with some of the best product managers, content strategists, researchers, engineers, and other partners in the industry. Together, you’re designing an entire ecosystem of messaging products and conversational interfaces, 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 user flows, customer journeys, and usable interactions with one purpose in mind: conversational interaction for both voice and screen. Tackling complex problems will be a regular activity, transforming them into intuitive, easy to understand, and 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.
    • Shipping is a more than just agile development processes, and you’ll be following a product from concept to completion and release to market. All your work is grounded in what we’ll deliver to our customers, but you’ll push product designs to the farthest reaches of their potential. As part of a sprint team you’ll meet daily to tackle user needs together, and provide creative solutions while balancing development best practices.

What You’ll Need. You constantly think about the future and what it holds for design and technology. Not a misty-eyed dreamer – but a passionate realist with an eye on the prize. You have an ambition to never stop learning, and constantly explore new technologies and design patterns. You understand that design is the details, 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 and Illustrator, and okay, Photoshop, too. The prototyper in you will be well versed in writing HTML, CSS, or other tools such as 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.

Tl;dr. Fortune 500 design team seeking experienced designer with a passion for HCI and conversational design to work on artificial intelligence powered products that will reach millions.

Reply below – but not with a resume. Instead, start the conversation with us by answering this question:

“What is it about this job description that made you want to reply?”

And email it to Adrian.Herritt@capitalone.com

UX Content Designer, DC Area

UX Content Designer, DC Area

How people talk about their lives, money, hopes, and fears depends on the person and their unique financial situation, and where they grew up, and who they’re friends with, and the economy, and many other factors.

But digging into these things so we can design natural conversations with our customers is exactly what we’re doing. And hopefully that’s why you’re reading–because you’ve got experience as a content strategist, technical writer, narrative writer, or conversation designer—or maybe a combination of them. And you’re curious about what it’d be like to develop the character and conversation of Capital One’s conversational messaging products. Which reach millions of people every day.

What You’ll Be Doing:

    • Design conversations we’ll have with customers. And don’t do it sitting alone at your computer; instead, co-write together with your teammates from product, engineering, and marketing. That way, these conversations get to our customers faster, with everyone having contributed equally to their success.
    • Create a voice that aligns with our company values, but also fits for different kinds of customers. Designing natural, helpful, and personalized conversations that people want to have with us requires knowing who we’re talking to, and knowing who WE are, too. You’ll be a content designer on our core AI Design team, which means you’ll play a critical role in maintaining and evolving the voice and character of our messaging products.
    • Iterate on conversation designs currently in market. Because every day, we learn a little bit more about what kind of conversations our customers want to have with us … the language they use to talk about money, the kind of people they aspire to be, and whether we’re building the kinds of products they really need. So for products like our Alexa skill on the Amazon Echo or our chatbot Eno, you’ll find new ways to communicate with our customers, and work with your team to uncover new ways to connect people with their money, effortlessly.
    • Analyze customer data, and watch market trends for conversational interfaces and artificial intelligence. We’re using data from our customers and potential customers to define the future of our messaging products, which include skills on Alexa and Cortana, and Eno. You’ll use this data to inform how you design the conversations for those products, and guide your team to do the same. You’ll go to conferences or speak on panels or talk to your friends about what’s happening in the industry, and what we’re doing to completely change customers’ expectations on what their bank can do for them.
    • Co-create content with product partners, legal, PR, and other communications partners. Together, you’re designing the entire ecosystem of content for our messaging products and conversational interfaces, so it’s super crucial that you’re a collaborative, inclusive person who can comfortably transition between strategic planning to detailed execution–from discussing character design conceptually, to tactically choosing words that deliver the right message, in the right way.
    • Translate functional use cases into conversational use cases. For example, because we’re an Agile team, we may define a functional use case called “Customer can pay bill.” You’ll go deep to include the nuanced statements customers make when encountering this use case, like “When is my bill due?” or “How much do I owe?” That way, you’ll be leading the design of a master conversational architecture our entire company can lean on–one that includes context specific to each functional use case. And that context makes the difference between a robotic interaction, and something truly memorable our customers love.

What you’ll do:

  • Understand complex systems, processes, and relationships
  • Creatively solve problems and constantly learn new things
  • Be extremely digital-oriented
  • Be decisive value feedback but don’t require it to make decisions
  • Be empathetic customer needs are foremost in their mind
  • Be fast-paced and crank out quality with speed
  • Be comfortable with whiteboards and markers
  • Be efficient multitaskers
  • Work in an iterative Agile development environment
  • Complete work correctly and efficiently to meet deadlines
  • Effectively communicate design principles and specifications
  • Share knowledge across product teams and lines of business
  • Manage numerous projects at one time
  • Be a master communicator who makes clarity from confusion
  • Be a storyteller who embraces natural language over flowery, empty prose
  • Be a confident person who’s humble and authentic
  • Be an intensely creative person driven by design, language, and learning
  • Be a natural leader who sparks conversations, speaks clearly, and invites others into his/her creative process

Education requirements:

    • Minimum BA in Journalism, Communication Arts, Technical Writing, or similar/equivalent experience. Show us your portfolio!
    • Minimum 4 years design experience in an agency, in-house, or similar.

Sound interesting? Let’s chat! Shoot adrian.herritt@capitalone.com a message about this post.

Sr Dir, Conversational AI Design (Tyson’s Corner, VA)

Our conversational AI team leads Capital One’s gender-neutral intelligent assistant, Eno, and oversees conversational experiences spanning voice and GUIs for the Capital One skills on Alexa (including multi-modal devices) and Cortana.

We’re looking for a seasoned UX Design leader with expertise in the AI space to join us in Northern Virginia just outside DC, and lead our Conversational AI (CAI) Design team.

This leader should have a strong vision and equal influence in communicating what an AI+EQ driven future looks like for people and money.

You’ll be expected to take full advantage of the entrepreneurial environment at Capital One, by:

  • Running the team – Support your team to design contextually relevant experiences, research how to evolve them as human behavior and technologies change, position Eno to maintain integrity, and co-create great experiences with others
  • Enabling a cohesive CAI experience that spans time and channels – With your team + Product and Tech colleagues, define and drive the quality and connectivity of Conversational AI experience across all channels—Eno is in the browser (virtual numbers at checkout!), Email, SMS, and our web and mobile apps. We also have Alexa and Cortana experiences, with more to come for all our CAI work.
  • Pioneering new methodologies – Invent dynamic ways of working within and across teams by applying human-centered design and data-informed decision-making (qualitative and quantitative research) so 100% of customers achieve their goals when interacting with Eno (yes, audacious, but it’s a north star we take seriously!)

A day in the life of the Sr Dir, CAI Design involves:

  • Participating with your full mind and voice in discussions with Product and Tech partners on the direction, priorities, and execution of Eno as it scales into new experiences—and cultivate your team’s storytelling skills to achieve the same
  • Meeting with your team to strategize and execute on cross-channel Eno journeys, from ensuring our sprints and deliverables are advancing the customer experience to integrating research, new skill sets, and additional channels into the portfolio while balancing creativity, adaptability, proactivity, responsiveness, and accountability
  • Imagining the future of Eno two years from now, including what Capital One and the team will need to BE and DO to bring this vision to life (plus how to build a bridge from here to there), and documenting it in whatever form best communicates this vision with partners and leadership
  • Getting an update on the health of the Conversational AI Design portfolio you oversee, including upcoming deadlines we’re cranking on, budget and hiring updates, and the progress of co-development and Eno University (internal scale) efforts
  • Triaging an interaction that we’ve *just* learned isn’t as good as it could be, so we can get the team activated to make it better by the next release without knocking
  • Collaborating with your colleagues on Integrated Experiences to continue transforming how we work in ONE Design—by being open about how you’re feeling and what you need; by enabling fluidity of designers across disciplines and teams; by fostering diverse and inclusive environments for people to be their best; and by cultivating teams who are happy, healthy, and working on stuff that matters

Your team includes talented folks from a variety of backgrounds and skills, including character development, UX and UI design, gaming, research, and operations. And the demands on this team are both huge and exciting—particularly given the exponential potential of developing an AI with EQ.

So the team now needs a seasoned yet curious design leader to pour rocket fuel on what’s working, and empower the team to reinvent what’s not—with equal parts speed and care—so we can enable cross-team creative exploration and invention.

Is that person you? If so, email me –> steph.hay@capitalone.com <– with a sentence or two on why this opportunity sounds particularly compelling, and I’ll respond asap.

Looking forward to learning about you and thanks for reading.
Steph

 

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

Design Operations Specialist, DC Area

Capital One’s AI Design team is looking for an experienced Design Operations professional to keep the team focused, efficient, and creative as they craft the Conversational AI product experience. The ideal candidate is a passionate, collaborative person who can oversee the design process across a diverse range of projects, channels, and teams. We’re looking for someone who can flex from being very strategic to very tactical and from being very creative to pragmatic and analytical.

To join our team, you will need expert communication skills and a strong background in design management for digital product and/or omni-channel service experiences. You have a broad set of skills in program management, but you have a passion and depth in specific areas of practice that set you apart. You have an exuberant passion for the power of strategic design and an “anything’s possible” mindset. You are capable of managing the full design process from framing/reframing problems, to guiding conceptual solutions, and to helping deliver experiences that benefit our customers and our business.

What You’ll Bring + Do

  • Guide the design process for complex products and services from concept to delivery
  • Partner with Design + Product Directors to coordinate and prioritize initiatives and resources
  • Facilitate shaping and managing effective and efficient design teams
  • Build great working relationships
  • Collaborate with Design Directors on resource planning and allocation
  • Oversee the strategic and tactical prioritization of design initiatives and workflows
  • Manage changes to scope, design, and delivery schedules within the overall business, design, and development needs and with available resources
  • Establish and maintain program status summaries and metrics
  • Identify and manage risks and mitigation plans
  • Organize and ensure appropriate communication of status, issues, forecasts, etc. to stakeholders
  • Project oversight for entire engagement, including partner relationship, team, budget, schedule, key metrics, risk management and mitigation
  • Collaborate within design and across teams to deliver projects/programs that exceed expectations
  • Monitor and balance overall project health and team satisfaction
  • Participate in the design process (stakeholder interviews, research, analysis, and work session facilitation) as necessary
  • Maintain project momentum keeping the project and team on track
  • Support scoping new engagements
  • Determine and implement process improvements
  • Knowledge sharing across Capital One
  • Performing other related duties as required

Desired Skills + Experience

We are looking for someone who has experience managing projects and programs in our kind of environment or somewhere similar. Strong communication and writing skills, sincerity, and a sense of humor are key in our highly collaborative approach. Our design managers must also be comfortable with ambiguity in the face of design challenges and know how to move toward the right solution as part of a team.

Basic Qualifications

  • Bachelor’s degree in Design, Business or related field and/or demonstrated capability through previous experience
  • Minimum of 5 years in Project Management and PM toolset
  • 3-5 years of experience managing designers and teams of designers
  • 3-5 years of experience in presenting to peers, management, and stakeholders
  • 3-5 years of experience eliciting cooperation from a wide variety of sources at all levels within and outside an organization
  • Intermediate to expert level understanding of design, quality processes, and business relationship management
  • Proficiency with Excel, Keynote/Powerpoint, JIRA, and Confluence
  • Experience managing multi-disciplinary teams in the delivery of complex products or solutions
  • Technologically savvy 

Preferred Qualifications

  • Master’s degree in Design, Business, or related field and/or demonstrated capability through previous experience
  • Experience working in a client services organization
  • Expert client/partner management and communication skills
  • 5-8 years of experience managing designers and teams of designers
  • 5-8 years of experience in presenting to peers, management and stakeholders
  • 5-8 years of experience eliciting cooperation from a wide variety of sources at all levels within and outside an organization
  • Expert level understanding of design, quality processes, and business relationship management

Reply not only with a resume, but also by answering this question:

“What is it about this job description that made you want to reply?”

And email it to erin.miceli@capitalone.com

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!