Product Design Director, Concierge Products

About the role

We’re currently seeking a Product Design Director to lead our Concierge Products team, part of the Experience Design organization.

The Premium Design team sets the bar for Capital One’s high-spender customer experience ecosystem, revolving around highly useful, personalized, and high-stakes products. We are currently seeking a design leader to join our team and lead the Velocity Black experience, other concierge experiences and the back end agent experiences. Velocity Black is a premium lifestyle digital concierge service that delivers exclusive travel, entertainment, shopping and dining offerings to consumers globally. This role will drive differentiated vision and lead teams to craft exceptional end-to-end native experiences that allow Capital One to win at the top of the market. You will also work closely with craft leads, designers and cross functional teams to push creative boundaries while ensuring business impact and customer value.

Role Expectations

• 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
• Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes your team feel valued and heard
• 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
• 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
• Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service of bold technological solutions, data destinations and efficiency
• 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
• 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

Basic Qualifications

• At least 8 years of experience in a product design role
• At least 3 years of experience leading design teams

Preferred Qualifications

• 10+ years of experience in product design role
• 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, OKRs, 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