Locations: us remote, united states of america
Lead designer, srManager - card customer resiliency
Within design, you’ll be a part of the financial wellbeing team where we’re on a mission to build an ecosystem of financial experiences that effortlessly lead our customers to lasting financial healthThrough a combination of clarity, tools, actions, nudges + education, we believe we can lead customers from a crisis, to coping and eventually thriving.
We’re looking for a srManager to lead our card customer resiliency design teamYour focus will be on the customer experience for people whose accounts are in collections and subsequently, recoveriesPeople in this situation have missed one or more payments for a credit card bill or have charged off, and may be dealing with a variety of emotions and external factors related to that situationYou’ll be at the forefront of finding new ways for us to connect with these customers, understand their situation, and help them find the path forward that works best for them.
A day in the life
As the leader of this team, you’ll be responsible for managing a highly impactful, emerging body of work within card customer resiliencyYou’ll work closely with partner teams to develop the ux strategy alongside the product strategy, using discovery work and low-fidelity execution early onThen, you’ll lead the team to drive hands-on delivery in collaboration with a group of talented, kind people whose skills span design, product, tech, marketing, legal and compliance, operations, and moreTogether, you’re reinventing the ways we can help customers find a path forward after falling behind, and build or rebuild their financial footing.
What you’ll do:
You’ll be asked to handle a variety of responsibilities, including:
Leading & developing teams
Building and leading successful teams by mentoring, coaching, and elevating others
Guiding team members in strategy, research, alignment, analysis, process improvement, and change management
Overseeing and managing team structure (e.g., hiring and onboarding employees, managing contractors and vendors, balancing attrition)
Overseeing overall portfolio health and team satisfaction/morale
Navigating conflict resolution within your team as well as within projects, teams and partner relationships
Strategy & planning
Collaborating with tech, product, business, marketing, operations, and other teams to uncover customer and business needs
Define, scope, and prioritize work to be done in order to help set the strategy and roadmap for the team
Embracing and advocating for an experience mindset
Advocating for the customer through human-centered design methods, including: discovery, research, whiteboard sessions, and user testing
Championing prioritization of design-centered product enhancements grounded in research and analysis
Working with multiple partners and disciplines across various geographies
Reporting on the portfolio of work to stakeholdersThis may include reporting on workflow, scope, resourcing, forecasting, and value of design
Discovery & delivery
Leading the team in:
Understanding customer needs and defining opportunities through usability, empathy studies and data
Framing problems, defining insights, and designing new methodologies/practices to serve customer needs
Translating customer and business needs into engaging, simple, and intuitive solutions
Creating process and user flows, wireframes, journey maps, and interaction models, resulting in low to high fidelity prototypes
Using a design system, best practices, and guidelines, along with helping to identify, champion, and contribute new ideas to evolve these systems and guidelines
Weaving together business acumen and design expertise to present compelling stories and work to stakeholders
Basic qualifications
At least 8 years of experience with user experience (ux) and user interface (ui) design
At least 5 years of experience designing customer-facing digital products
At least 3 years of experience leading and developing high-performing design teams
Preferred qualifications
Bachelors or masters degree in design or human-computer interaction
Comfortable designing and leading teams to create cross-channel experiences
Experience managing a cross-functional team
Comfortable working with product and tech partners
Familiarity with design and prototyping tools, such as figma
Familiarity with working with and contributing to an established design system
Familiarity with agile principles, project management methodologies and tools
Experience releasing successful experience designs that have significant customer and business impacts at scale
At this time, capital one will not sponsor a new applicant for employment authorization for this position.
No agencies pleaseCapital one is an equal opportunity employer committed to diversity and inclusion in the workplaceAll qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local lawCapital one promotes a drug-free workplaceCapital one will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, article 23-a of the new york correction law; san francisco, california police code article 49, sections 4901-4920; new york city’s fair chance act; philadelphia’s fair criminal records screening act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact capital one recruiting at 1-800-304-9102 or via email at recruitingaccommodation@capitalone.comAll information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about capital one`s recruiting process, please send an email to careers@capitalone.com
Capital one does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital one financial is made up of several different entitiesPlease note that any position posted in canada is for capital one canada, any position posted in the united kingdom is for capital one europe and any position posted in the philippines is for capital one philippines service corp(copssc).
Hiring insights
Job activity
Posted 30+ days ago
