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Job Details

Capital One

Sr. Director, Experience Design Strategy & Insights

Business and Financial Operations



Full Time


New York, New York, United States

11 West 19th Street (22008), United States of America, New York, New York

Sr. Director, Experience Design Strategy & Insights

As the Commercial Design team, we believe experience is a critical driver for business success and design is in a unique position to elevate our company’s ability to get there. We are currently seeking a Sr. Director of Experience Strategy & Insights to accelerate the design team through their next chapter by elevating and stabilizing design’s presence amongst our business partners in the Commercial organization.

You will lead established teams across experience insights, design quality, design strategy and design operations helping them to successfully support Commercial design teams and deliver on business objectives.

As Sr. Director of Experience Strategy & Insights, you will also operate as a strategic leader at the intersection of business, customer, associate experience to uncover and define compelling forward-looking Customer Experience trends and investment areas.

And you'll do it all in a collaborative environment that encourages you to build relationships, take on new responsibility, and promotes continuous learning.


What You’ll Do:

  • Be a strategic partner to the VP of Commercial Design

  • Measure and communicate how experience design drives business results and help our partners imagine the possibilities in the Commercial Bank

  • Provide leadership and connect dots across our horizontal teams, focusing on strategic projects, customer insights, quality, and design operations

  • Build and lead a dedicated team to identifying and executing highest leverage strategic projects across the Commercial Bank

  • Lead cross-functional engagements with Experience Strategists, Researchers, Operations team members on large scale efforts

  • Devise organizational structures that optimally leverage internal expertise and market intelligence to maximize design impact

  • Craft compelling stories grounded in rigorous insights and analysis to influence senior and executive partners across the company

  • Lead designers and non-designers on cross-functional project teams to understand and apply research findings by framing problems, defining insights, and designing new methodologies/ practices to serve customer needs

  • Manage internal stakeholder and partner relationships

  • Embrace and advocate an experience mindset with our teams and partners - this is as important to the work as the results

  • Manage and coach high potential associates, including actively crafting a vision for their roles and their success

  • Effectively work with partners and teams across various geographies

  • Resiliently lead teams through change

Our ideal candidate will have the following experience and skills:

  • Exceptional written and verbal communication skills

  • Proficiency in business case development in whitespace thinking - communicating analysis, customer trends, opportunity, and business impact grounded in insights

  • Experience in leading a portfolio of work bringing emerging opportunities to market

  • Experience in leading strategic and horizontal teams within a product design space

  • Exceptional people management and development skills

  • Exceptional workshop and meeting facilitation skills

  • Fantastic interpersonal skills, with experience influencing senior decision making

  • Experience with working in design innovation environments

Basic Qualifications

  • Bachelor’s degree or military experience

  • At least 12+ years professional experience in design

Preferred Qualifications:

  • Master’s degree or advanced Degree in Human-Computer Interaction, Design, Behavioral Science, or related field

  • 10+ years experience in a leadership role leading Customer Experience, Product Design, Research, or Design Operations teams, or a combination

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

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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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).