Product Design Director, Data, Decisioning and AI

We're currently seeking a Product Design Director to lead our Data, Decisioning and AI (DDAI) design program, part of the Retail Bank Experience Design organization.

The DDAI program is a program that lives within the Servicing and Support Experiences (SSX) design team. In SSX, we help associates and customers prevent and resolve issues, enable existing and future customers to get what matters most from Capital One, and revolutionize the data and platforms that power these experiences.

DDAI focuses on powering these experiences by bringing human and machine intelligence together in order to realize intelligent business decisions in 24 hours or less. We focus on establishing and deepening our understanding of DDAI users' needs to inform a human-centric experience strategy. Designing for DDAI means that we design for the data analysts, data scientists, engineers and business analysts who create and define the policies and models underlying our banking products. We design experiences to ensure that 1) data products are easy to find and use, while also being well governed and managed, that 2) retail bank policies are built on model-driven assessments and human driven insights that drive outcomes, and that 3) the retail bank is leveraging best-in-class models and technologies to power and protect the business.

The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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 a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

Role Expectations

As a Director of DDAI, you'll lead a talented, cross-disciplinary team of designers and collaborate deeply with our research teams and Product and Tech leadership. You'lll be responsible for leading high-impact, highly complex projects and defining and driving design strategy that informs the higher-level vision of the organization and aligns to business objectives.

Since DDAI is a relatively new program in the SSX portfolio, you'll invest in building and growing a team of talented, interdisciplinary designers who bring multiple crafts to the table that bridge strategy, product design, service design and content design.

You'll also operate as a "player-coach," helping steer the direction of multiple workstreams while also being hands on to help drive high-quality designs and mentor junior designers.

Here is a detailed breakdown of what you'll be doing in this role:

Strategy & Planning

• Engaging in portfolio prioritization to help set the strategy for the team

• Managing through shifting priorities to provide clear direction and input on product definition

• Leading in translating complex ideas into understandable concepts that evolve and enhance product and service experiences

• Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences

• Coordinating across lines of business to identify and execute on opportunities to scale solutions and eliminate arbitrary uniqueness.

• Advocating for the customer (in this case the backend staff and associates) through human centered design methodologies (such as: 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

• Connecting with design community peers by learning, sharing, and teaching

Systems Design

• You're skilled at defining a portfolio of work and prioritizing design efforts and investments within.

• You're a systems thinker and orchestrator. You can effectively connect the dots between platforms, processes and people in the ecosystem using intuitive, reusable frameworks and methodologies. You'll collaborate with cross-functional leaders to prioritize needs and opportunities across the ecosystem using your design toolkit.

• You can effectively bring your partners to one table to drive alignment around the growth and impact of our products, and negotiate the best outcomes for our customers, associates, and business.

Execution & Delivery

• Supporting early product and process definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities

• Framing problems, defining insights, and designing new methodologies and practices to serve customer needs

• Participating in end-to-end product and experience design by:

  • Leading research to understand customer needs and define opportunities through usability and empathy studies

  • Audit existing and blueprint new digital 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

  • Supporting effective storytelling and presentation of visual concepts to various stakeholders

Here are some of the expected competencies for this role:

Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One

Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes teammates feel valued and heard

Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations

Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges

Problem-Solving: Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service bold technological solutions, data destinations and efficiency

Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design

Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results

The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.

Basic Qualifications:

• At least 8 years of experience in product design role

• At least 3 years of experience leading design teams

Preferred Qualifications:

• At least 10 years of experience in product design role

• At least 5 years of experience leading design teams

• Experience in a design toolkit that spans product design, service design, design strategy and content design

• Experience leading product design teams operating across UX and UI, strategy, content and research from strategy through delivery to market

• Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, metrics, roadmaps and operating models

• Experience working within a design system

• Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions

• Expertise with design and prototyping tools such as Figma

• Experience managing an interdisciplinary design team

• Proficiency in business case development, grounding product and user experience decisions to business value

• Exceptional written and verbal communication skills

• Exceptional interpersonal skills and relationship building across complex organizations

• Exceptional people management and development skills

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.com. All 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

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Capital One Financial is made up of several different entities. Please 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).