Product Design Director

21 hours ago

Bloomington, Illinois, United States Capital One Full time
About the Role

We are seeking a highly experienced Product Design Director to lead our Card Customer Resiliency design team at Capital One. As a key member of our design organization, you will be responsible for shaping the customer experience for individuals whose accounts are in collections and recoveries.

Key Responsibilities
  • Strategy & Planning
    • Collaborate with product, technology, operations, and analyst teams to uncover customer and business needs, translating them into transformative, intuitive, user-friendly, and on-brand interfaces.
    • Engage in portfolio prioritization to help set the strategy for the cross-functional team, understanding the business objectives and key results you are targeting and influencing how the projects you shape in collaboration with partners will drive them.
    • Lead in translating complex ideas into understandable concepts that evolve and enhance the product UX and UI.
    • Manage through shifting priorities and foster consistent alignment with senior partners to provide clear direction and input on product definition and business impact.
    • Advocate for the customer through human-centered design methodologies, including discovery, ideation, research synthesis, concepting, journey mapping, segmentation, and user testing.
    • Create and facilitate design-led workshops to engage and build alignment across cross-functional partners and teams.
    • Champion prioritization of experience-led product enhancements grounded in research, analysis, and business rigor.
  • Lead & Develop Teams
    • Build and lead successful teams by mentoring, coaching, and elevating junior team members.
    • Guide team members by driving craft excellence in strategy, research, design frameworks, UX and UI, presentation, and communication and partner alignment.
    • Lead your team through career development plans to encourage talent growth and identification of destination talent.
    • Participate in hiring by leveraging your professional network, reviewing resumes, conducting interviews, and contributing to consensus sessions.
    • Connect with, train, mentor, and inspire colleagues across the broader design organization.
    • Engage senior design leadership to drive alignment to top-of-house priorities, elevate craft, and foster a culture of healthy review and critique.
  • Drive Design Execution from Discovery through Delivery
    • Support early product definition by working with partners to facilitate discovery sessions that uncover customer pain points and opportunities.
    • Demonstrate familiarity with design methods and tools to oversee design of concepts and prototypes from low to high fidelity.
    • Evangelize the value of a systems-mindset, influencing partner adoption and making it easy to realize business impact.
    • Enable scale through the creation of reusable design assets, processes, learnings, and templates and components.
    • Drive end-to-end strategic product design by framing design methods, objectives, and outcomes in alignment with business and user needs.
    • Advise researchers on intuitive and inventive ways to understand customer and associate needs, coupling user and business insights to create relevant and compelling UX and UI.
    • Strike a meaningful balance between standardization and innovation to drive efficiency, boldness, and scale in design methods and outputs.
    • Deliver compelling, visual, and oral narratives to drive alignment and excitement with cross-functional stakeholders.
    • Oversee the creation of high-fidelity design outputs and aligning them to implementation roadmaps to see them through to market.

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