Principal Associate, Product Designer (Card Fraud & Disputes Design)

Principal Associate, Product Designer (Card Fraud & Disputes Design)

The focus of the Fraud & Disputes design team is to help customers through difficult situations with their credit card and purchases. We aim to help customers prevent, predict, and detect unwanted activity on their account. If something does go wrong, we build experiences across channels to guide our customers and agents through the right solution to get customers back on track. Our goals are in service of delivering excellent customer experiences while driving value for our business.

The Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences. 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 an innovator and storyteller who embraces an environment where you can experiment, learn, and change banking for good, we would love to hear from you.

What You'll Do:

• Collaboration & Connection
  • Collaborating with design, technology, product, and business teams to uncover customer and business needs, then translating them into engaging, simple, and intuitive design solutions and understandable concepts that evolve and enhance the product interface and experience
  • Advocating for the customer through human centered design methods, including: discovery, research, ideation, whiteboard sessions, and user testing
  • Supporting design-led workshops to engage and build alignment across different partners and teams
  • Proactively offer recommendations and solutions by championing prioritization of design centered product enhancements grounded in research and analysis
  • Connecting with design community peers in service of learning, sharing, and teaching
  • Working with partners and teams across various geographies
  • Embracing and advocating for an experience mindset - this is as important to the work as the results
  • Participating in hiring by reviewing resumes, conducting interviews and attending consensus
• Discovery & Delivery
  • Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
  • Demonstrating familiarity with design and prototyping tools to deliver cutting edge interactive concepts and enable successful collaboration across teams
  • Participate in end-to-end product design by:
    • Collaborating closely with fellow user experience designers, researchers, product managers, and engineers to define, challenge and solve complex problems to enhance interactivity and delight users
    • Partnering closely with other designers to define and refine how our brand and interactions can be used to bring clarity, humanity, and inspiration to key moments in our digital customer experiences
    • Creating storyboards, interaction models, prototypes, and narrative demos resulting in low to high fidelity prototypes
    • Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines for interaction + visual design for different devices (tablets, wearables, mobile, etc.) and platforms (such as web, Android, iOS, etc.)
    • Supporting effective storytelling and presentation of visual concepts to various stakeholders
    • Creating high fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues
    • Thinking systematically about creative problem-solving in order to scale your creative efforts to serve thousands of internal stakeholders and tens of millions of customers
    • Confidently communicating your decision-making and the ideas of the team to a broad audience of internal stakeholders, including presenting your creative work to company leadership
    • Managing and leading multiple high-stakes projects and deadlines efficiently and effectively within a fast-paced product environment

Looking for a portfolio of work that demonstrates an intermediate level of understanding of Interaction and Visual Design in web or mobile experiences.

Basic Qualifications

• At least 4 years of commercial experience in UI/UX design, product design, interaction designer, or similar role
• At least 4 years of experience working with design and prototyping tools, such as Figma

Preferred Qualifications

• At least 6 years of experience designing for cross-channel experiences
• At least 6 years of experience working with Product and Tech partners
• Familiarity working with and contributing to internal toolkits, frameworks, and design systems
• Experience collaborating cross functionally between product design, engineering, and to ensure that brand experiences in product ship efficiently and with a high standard of quality