Senior Director, Product Design, Small Business Bank

Senior Director, Product Design, Small Business Bank

We're currently seeking a design leader to head our Small Business Bank Design team, which is part of the Experience Design organization.

Small Business Bank has been rated #1 in the J.D. Power U.S. Small Business Banking Satisfaction Study for 3 consecutive years. Our team delivers banking solutions and experiences that help small businesses run their business with confidence. We are a mission-driven team, spending our time with business owners and operators, understanding their needs, co-creating with them and celebrating their success as our success.

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 head of small business bank design, you'll lead a talented, cross-disciplinary team of design leaders and designers, collaborate deeply with our research teams and Product and Technology leadership. You'll be responsible for identifying and advocating for high-leverage opportunities with executive stakeholders and leading high-impact, highly complex design projects that set the bar for and drive experience excellence and business outcomes.

You will envision, design, deliver and optimize experiences across channels (including web, mobile, sales and servicing) and emerging technologies to help small and medium sized business customers run their business with confidence. This will include products and experiences such as:

• Discovering banking products and opening an account online
• Onboarding a small business and their employees with Capital One
• Managing and moving money across different payment rails
• Managing user permissions and preferences
• Helping internal associate teams best service customers

As part of the business experiences design leadership team, you will help inform B2B experiences across Capital One. This includes:

• Activating insights, features and capabilities that can extend across different kinds of business customers and segments
• Connecting features and capabilities for customers who have a consumer and small business relationship with Capital One

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. Leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and enable your team to develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes
• Leadership: Build a thriving community of designers who are well supported, trained for excellence and able to collaborate with peers in multiple functions and set the vision and strategic direction for your team in close partnership with your cross-functional partners
• Human-Centered: Recognize and pursue opportunities where customer needs and business goals coincide, while reinforcing with teammates and partners the importance of collecting and considering diverse customer perspectives throughout the design process
• Business-Focused: Demonstrate a mastery of products, processes, customers, competitors and broader industry trends and apply this knowledge to predict shifts in these areas and shape how Design should engage, uncover and solve significant business challenges
• Problem-Solving: Revels in the art of the possible, driving cross-functional groups in thinking creatively about potential solutions, illuminating potential pitfalls and fostering shared learnings; builds frameworks for complex decision-making that enable effective debate and accelerate getting to the right solutions
• Collaboration: Connect the dots across the organization, proactively bringing together executive partners in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
• Communication: Present work to executive leaders and stakeholders, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence change and drive strategic direction

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

Basic Qualifications:

• At least 10 years of experience in leading product design teams and delivering products to market
• At least 3 years managing managers

Preferred Qualifications:

• 12+ years of experience in leading product design teams and delivering products to market
• 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
• Deep experience partnering with product managers, engineers, marketing, and analytics leaders across multiple business lines to shape strategy, performance metrics, roadmaps, and operating models
• Deep experience interfacing with executive leadership to solve problems, influence key decisions, and drive results across strategy, design, roadmaps and investments
• 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
• Proficiency in A.I. design patterns or A.I. tooling
• 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