161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

Senior Associate, Service Design

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the successes our customers enjoy and the advocacy they exhibit. We succeed when our customers succeed.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and having respect for each other leads to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Position Summary

A Service Designer works alongside the Design Team which includes Product Designers, Researchers, and Design Managers. In partnership with product managers, tech leads, and business partners, they apply their knowledge to real world design strategy and service design challenges.

You’ll be using service design tools to build a comprehensive view of the current state of experiences as well as defining the future vision state. Bring your ideas to life through maps, flows, sketches, wireframes, prototypes and other design artifacts to communicate the end-to-end user experiences across our major digital platforms. You’ll also play a support role in training facilitation, championing HCD outside of the design team, or in external activities.

You will learn methods and gain new skills by working with us on design strategy and service design projects both large and small. Similarly, we want you to bring new methods and techniques to our practice as well!

Responsibilities

The Service Designer role represents a different way of working – human-centered and iterative – by collaborating in small multidisciplinary teams and simplifying problems into compelling solutions.

• Create Service Design project plans, lead cross functional teams in projects using human-centered and design thinking methodologies
• Produce Service Design Blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals, for the creation and evolution of products and services
• Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Contribute to scope and define conceptual value for business and customer to inform recommended design strategies with some guidance from manager, senior manager and/or partner team.
• Learning how to lead discovery work autonomously, usually with manager guidance and support.
• Competent in design research (conducting generative research and able to identify when evaluative research would benefit engagement).
• Strong in most core design skills; interest in developing and exploring extended skills (e.g. prototyping, visual design, video production, data manipulation / visualization).

Basic Qualifications

• Bachelor’s degree in Design, Design Strategy, Human Computer Interaction, Behavioral Science, or in a related field.
• Minimum of 2+ years of experience in Service Design or equivalent Design experience
• An established performer with strong capabilities in the Design craft.
• Understands and can work with core design strategy and service design methods and processes.
• Experience working with human-centered design to help a team develop and deliver new products, services, and experiences.
• Hands-on experience of designing for a variety of digital touch-points and non-digital channels
• Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts
• Confident in presentation skills and building well-structured presentation decks.
• Confident communicating design decisions and rationale to teams.
• Experience with prototyping tools/skillset in service of rapid prototyping.
• Learning to influence and sell design solutions through storytelling and context setting.
• Team player who has experience working within a self-directed culture and navigate ambiguity

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One’s recruiting process, please send an email to [email protected]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).