Lead Service Experience Designer

  • Company: Capital One
  • Posted: January 25, 2017
  • Reference ID: R18259
Adaptive Path (61075), United States of America, San Francisco, California

Lead Service Experience Designer

Adaptive Path is a diverse team of human-centered designers charged with disrupting how people interact with their money, their bank, and their financial lives. We are change agents bringing new design capabilities to an organization serving 60 million customers. We are thought leaders engaging the greater design community through speaking, teaching, and writing.

As part of Capital One, Adaptive Path partners on highly strategic projects across multiple business units and innovation labs. Our practice specifically focuses on service experiences, applying craft to both front and back stage, while coaching non-designers on the mindset and methods of service design. We work in small, cross-disciplinary teams that define smart strategies and make beautiful solutions. Our work results in more human and valuable service experiences delivered through thoughtfully designed and sustainable operations.

As a Lead Service Experience Designer you will:

- Lead talented, multi-disciplinary project teams in a collaborative, supportive environment

-Craft project approaches that challenge the status quo and lead to highly valuable and impactful design solutions

- Partner with executives, leaders, and other stakeholders to define smart strategies that align business, customer, and associate needs

- Spread the methods and mindset of service design to the greater enterprise

- Facilitate cross-disciplinary teams through each stage of the design process

- Sharpen and expand your leadership, teaching, thinking, and making skills

- Have the opportunity to participate in speaking, writing, and teaching at Capital One and in the broader design community

Your Skills:

- You have successfully lead the design of omni-channel product or service experiences

- You know how to craft approaches that fit the unique needs and desired outcomes of the project at hand

- You know how to lead inspired, effective project teams that make designers clamor to work with you again

- You have mastery of core service design methods and can coach designers and non-designers to participate in a service design process

- You have strong facilitation and workshop design skills

- You want to lead and participate in all phases of the design process (thinking and making)

- You know how to balance hands on practice with stepping back to let your team of designers shine

- You have a consultative approach and a collaborative nature

- You have expertise in multiple practice areas (experience strategy, service design, interaction design, visual design, or design research) that sets you apart from the pack

- You possess a passion for creating new methods and practices

- You have confidence and pride in your leadership, skills, experience, and expertise (i.e., you are awesome and you know it)

Basic Qualifications:

- Bachelor’s Degree in Design, or military experience

- 5 years of experience designing digital products or 5 years of experience designing omni-channel services

Preferred Qualifications:

- Master’s Degree in Design

- 7+ years of experience designing digital products or 7+ years of experience designing omni-channel services

- 2+ years of experience with team leadership or 2+ years of experience with team management

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

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