Head of Design Operations

ONE Design is a hungry-yet-humble team of nearly 450 creative practitioners across 10 offices, supporting four lines of business within Capital One.

We’ve grown by leaps and bounds, starting with about 100 people just a few short years ago. And that’s exactly why we’re looking for a seasoned professional with more than a decade of experience leading similar enterprise team operations—especially for large-scale design orgs—to enable us to get more efficient and coordinated while simultaneously supporting the authentic cultural elements that enable designers to thrive.

Hey, maybe that’s you!

If so, here’s what you could expect as a day in your life as Head of Design Ops at Capital One:

  • Get an update from your Head of People Health + Happiness, whose core team partners with our HR teams and others to ensure designers are onboarded with unassailable purpose; recognized for their contributions as people managers or individual contributors; and rewarded for the unique value they bring to their teams every day
  • Check and respond to email—you’ll get a lot of this
  • Get an update from your Head of Practice Strategy + Analysis, whose core team partners with Finance and Design Program Managers to ensure the right designers are working effectively on the right priorities as directed by their Design Lead—for the benefit of our strategic initiatives across the business and for our customers, too
  • Have lunch at What’s Up Thursday, a weekly design share-out where we introduce new folks who’ve joined ONE Design, hear from guest speakers, and/or see some of the ridonkulous work that’s happening across the full team (YES bringing ridonkulous back!)
  • Lead the creation and evolution of central reporting methods—including a dashboard our managers use to see real-time data on the health of their people and practices—so we can know with confidence that our designers are happy, healthy, and working on stuff that matters
  • Identify ways our Design Operations can be more efficient, coordinated, and measurable; that includes creating and executing a clear plan to deliver on your vision, in collaboration with the Head of Design, your peers, your team, and your partners
  • Coordinate with the Chief of Staff of Design to understand organizational strategies and priorities—from diversity and inclusion initiatives to Enterprise Tech needs and communications—to ensure our Design Ops are aligned to support those strategies
  • Have 1:1’s with one of your direct reports (the Head of People Health + Happiness, Head of Practice Strategy + Analysis, or the Head of ONE Design Studio) to understand what they’re working on and why, and to clear their way

 

You’ll be successful in this role if you:

  • Embrace ambiguity. You don’t need a pre-defined scope or process (or a consistent backlog of requests to be executed) to do great work and make progress. This is a heavily vision-oriented role, so bring your inclusive proactivity and ace communication skills.
  • Tend to stay in the “say” level of operational strategy rather than “do.” You’ll need to balance your natural information architecture talents with execution and follow-through so our entire ONE Design team knows your vision for an efficient operation and sees the results you drive (individually and with your team) progressively, day after day.
  • Don’t just recommend or make decisions based on what looks best on paper. Instead, you use that as a jumping-off point for decision-making, but always include what’s best IRL given the leadership qualities, team needs, and overall organizational direction.
  • Can share stories of how you’ve pressed forward in times of uncertainty or change. This is a consistently evolving organization, and you’ll be expected to question assumptions, find compromises, AND proactively do the hard work that contributes to Design’s ability to make a huge impact on our business and our customers

 

We’re especially keen to talk if you’ve got:

  • Tons of stories that demonstrate how you’ve taken disparate pieces and made a whole from them—including tales of hard lessons learned
  • A healthy sense of humor
  • Experience in leading operations that support people outcomes like high retention and upward professional development, and practice metrics like funding gaps or experiential risks (as measured using a framework our Experience Design Research team made)
  • A knack for bringing people from confusion to clarity and then consensus
  • A relentless desire to define better ways of organizing, communicating, and making what needs to be transparent, more transparent
  • A love of or background in design, and especially in supporting design cultures
  • A scrappy creativity to prototype new routines and processes, gather feedback on how they’re working, and iterate to arrive at more effective results

 

Sound intrigued. GREAT! Then let’s talk.

To get the conversation going, email steph.hay@capitalone.com with a few sentences describing why THIS job … of all jobs on Earth … has really piqued your interest.

And P.S., This isn’t a remote gig, but we’re definitely flexible on location as long as it’s one of our primary Capital One offices where designers sit: HQ/McLean, VA; NYC; SF; Chicago; Dallas (Plano); or Richmond, VA. We’re also open to relocation.

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AI Content Designer, DC area

How people talk about their lives, money, hopes, and fears depends on the person and their unique financial situation, and where they grew up, and who they’re friends with, and the economy, and HOLY COW a whole bunch of other factors …

But digging into these things so we can design natural conversations with our customers is exactly what we’re doing. And hopefully that’s why you’re reading–because you’ve got experience as a voice designer, narrative writer, or conversational designer … maybe at a voice software company or video game studio … and you’re curious about what it’d be like to develop the character and conversation of Capital One’s conversational messaging products. Which reach millions of people every day.

So here are a few things you can expect to do each week:

  • Design conversations we’ll have with customers. And don’t do it sitting alone at your computer; instead, co-write it together with your teammates from product, engineering, and brand. That way, the conversation gets to market faster, more clearly, and with everyone having contributed equally to its success.
  • Create a voice that aligns with our Brand, but also fits for different kinds of customers. Designing natural, helpful, and personalized conversations that people want to have with us requires knowing who we’re talking to, and knowing who WE are, too. You’ll be a content designer on our core AI Design team, which means you’ll play a critical role in maintaining and evolving the voice and character of our messaging products.
  • Iterate on/edit Language Trees currently in market. Because every day, we learn a little bit more about what kind of conversations our customers want to have with us … the language they use to talk about money, the kind of people they aspire to be, and whether we’re building the kinds of products they really need. So for products like our Alexa skill on the Amazon Echo or our chatbot Eno, you’ll find new ways to communicate with our customers, and work with your team to uncover new ways to connect people with their money, effortlessly.
  • Analyze customer data, and watch market trends for conversational interfaces and Artificial Intelligence. We’re using data from our customers and potential customers to define the future of our messaging products, which include our Alexa skill and Eno. And you’ll use this data to inform how you design the conversation for those products, and guide your team to do the same. You’ll go to conferences or speak on panels or talk to your friends about what’s happening in the industry, and what we’re doing to completely change customers’ expectations on what their bank can do for them.
  • Co-create content with copywriters, legal, PR, and other communications partners. Together, you’re designing the entire ecosystem of content for our messaging products and conversational interfaces, so it’s super crucial that you’re a collaborative, inclusive person who can comfortably transition between strategic planning to detailed execution–from discussing character design conceptually, to tactically choosing words that deliver the right message, in the right way.
  • Translate functional use cases into conversational use cases. For example, because we’re an Agile team, we may define a functional use case called “Customer can pay bill.” You’ll go deep to include the nuanced statements customers make when encountering this use case, like “When is my bill due?” or “How much do I owe?” That way, you’ll be leading the design of a master conversational architecture our entire company can lean on–one that includes context specific to each functional use case. And that context makes the difference between a robotic interaction, and something truly memorable our customers love.

So who are you? Probably someone whose colleagues and friends describe as:

  • A master communicator who makes clarity from confusion
  • A storyteller who embraces natural language over flowery, empty prose
  • A confident person who’s humble, and never pretends to be someone s/he’s not
  • An intensely creative person driven by design, language, and learning
  • A natural leader who sparks conversations, speaks clearly, and invites others into his/her creative process

And what have you done so far in your career? Probably something like:

  • Journalism – You know how to lead with the meat, and add context to make it stick
  • Video game design/storytelling – You know how to say only what’s most important right now, and increasingly reveal more detail as someone goes deeper into your story
  • Character development – You know how to define and maintain a character’s personality through language and storytelling
  • Content design – You know how to design the language of an interaction–and potentially even those without digital interfaces–so it feels like a conversation
  • Data analysis – You pay attention to qualitative and quantitative data, even baking in certain tests to learn more about the customer. You don’t make design decisions in a black box.

Still reading? Great.

We don’t want a resume. Instead, start the conversation with us by answering this question:

“What is it about THIS job description that made you want to reply?”

And email it to lauren.lucchese@capitalone.com.

UX Content Strategist, SF

You know words have the power to move people. That’s exactly why you’re a designer who works at the intersection of UX and Content. You’re a natural information architect, and you’ve got experience doing research to see how people are using what you created. Plus, looking at data–analytics, search, and/or call center transcripts–is just part of your process. Cool!

You’re also a genuinely nice person with humility and integrity. And you have a sense of humor, solid work ethic, and willingness to learn.

You’re intrigued that there’s a team at Capital One whose goal is “To bring humanity and clarity to every conversation [we] design.”

Still square? OK then, ONWARD!

A typical day in the life of a Content Strategist at Capital One:

  • With design and product teammates, co-create content within a flow for an experience we’re trying to launch or improve.
  • Listen to how customers are reacting to copy you’ve written, find where you can improve it for clarity, and make it happen.
  • Talk with your Design or Product lead to understand the top 1-2 priorities, then immerse yourself to fully understand the business constraints, voice of the customer, and opportunities for designing spot-on content from end-to-end.
  • Run a two-hour workshop with a product team, helping them find the human language around the feature they’re building or experience they’re designing.
  • Brainstorm with a Content Strategy teammate on how to walk a customer through a sign-in process, or how to make error messages more human.
  • Work with a team to co-write a content workbook, including conversation structure, ideal phrases, human language, and navigation ideas.
  • Arrange information in a way that makes sense for the end-user AND the business.
  • Meet with and have collaborative conversations with people across the org who come at experience design from different angles–like PR, brand, legal, risk, and more.
  • Answer email. (We’re all trying to spend less time on this, but let’s be real.)
  • Co-write a script for redesigning an app sign-in flow, then take it into the lab to test it with real people. The goal here is two-fold: see if people understand what we’re saying, and if we understand what they really need.
  • Join a Content Strategy team weekly to share wins, questions, business updates, and team goals. (Three times a year, get together in-person and do something like hike the Hollywood sign or zip-line through the trees of Northern Virginia.)
  • Grab coffee with your design lead or product lead, and be part of helping to shape the product roadmap so all of our experiences in market get tighter and better, faster.
  • Join What’s Up Thursday, a weekly lunch with our entire Design team, to see what insanely creative things your colleagues are making right now (hey, maybe you should show off what you’re making, too)
  • Help, support, and coach Content Strategy team members.

Your days look like that because:

  • Capital One is changing banking for good. We’re all humans with unique emotions about our money, and messaging HUGELY influences how we feel about the institutions we’ve entrusted to handle that money.
  • The Content Strategy team is bringing simplicity, ingenuity, and humanity — and personality, where appropriate — to our customers’ experience with their money. It’s a big responsibility, but that means it’s also a big opportunity to do something real, good, and important for millions of real people.
  • The Design organization’s mission — of which Content Strategy is an integral part — is to Design for Impact. That’s leading the charge toward a new way of working at Capital One. We emphasize a design mindset, rapid iteration, and lean development, no matter what we’re working on.

You’ll need to be pretty dang good at wearing these hats:

  • Customer Advocate — You’ll dig into who our customers are and what language they use, then ensure our products speak their language
  • Writer — You’ll build trustworthy relationships with customers by making “simplicity and humanity” core facets of our product content
  • Editor — You’ll cut or change what doesn’t help audiences find, understand, and choose us
  • UX Designer — You’ll establish a cohesive conversation with users, both within and across our many digital experiences
  • Researcher — You’ll test your content on real customers, iterate until it’s clear as a bell, then see it rolled out to millions of people
  • Data Scientist — You’ll study analytics and use data to drive your messaging decisions and support/dispel your assumptions
  • Entrepreneur — You’ll work with business partners to understand the constraints and potential for growing and optimizing the business WITH a more delightful customer experience

You’ll love your job THE MOST if you:

  • Want to be a part of changing banking for good
  • See words as an incredibly powerful tool for connecting with people
  • Are passionate about the customer and want to use your influence to design experiences that build trust and help people
  • Are passionate about the business and want to use your influence to “move the needle” on key metrics BY executing on the previous point ultra-well
  • Commit only to what is essential, and your calendar and to-do lists reflect that
  • Are articulate and prepared, able to confidently substantiate your decisions to peers and senior-level executives alike
  • Have a positive yet practical attitude; we could call your colleagues and they’d gush over how much they love working with you
  • Work quickly without compromising quality, knowing that iteration and testing are part-and-parcel to designing exceptional user experiences
  • Take initiative, aren’t afraid to fail, ask thoughtful questions, and constantly seek better ways of working and communicating

You might feel pretty bummed about this job if you:

  • Want to focus on content marketing
  • Prefer owning a project individually to coaching others collaboratively through a project
  • Work better in structured environments than in ambiguity and uncertainty

A few last things because they’re super important:

  • As part of the UX Content Strategy team, you’ll sit at the intersection of content and product design. Some roles on the team cover traditional content development and management (building web experiences, creating emails, etc.). Other roles are more solidly in product and experience design (for example, what happens when a customer doesn’t pay a bill?).
  • You’ll be a champion of content-first design in every project and product you work on. Ideally, you’ll help a team nail the right conversation from the beginning, then build an experience around that. Other times you’ll meet a team right where they are, helping them find the right language for what they have now, while thinking about how to make it better next time. Our Content Strategy team balances being both creators AND editors for others’ who take a stab at creating human-centered content themselves (yes!).
  • You’ll do a lot of getting-it-done without worrying about who’s “supposed” to do it. You’ll run a workshop, then clean up the conference room. You’ll jump in and moderate customer interviews at the last minute because your team needs you. You’ll be the human glue connecting teams who’ve never worked together before.

Intrigued?

Awesome, then email tina.johnson-marcel@capitalone.com with a few sentences to describe what’s interested you about THIS job, in particular.

Can’t wait to hear from you.

UX Content Strategist (DC area or Richmond, VA)

The idea of “bringing humanity and clarity to every conversation we design” has got you intrigued.

You love finding ways to describe real human needs in plain language. You LOVE creating solutions that actually help people. And, you guide others on your team to be brave enough to design with humanity.

You’re a natural storyteller, information architect, and content designer. You’re also a genuinely nice person with humility and integrity.

A typical day in the life of a Content Strategist at Capital One:

  • Run a two-hour workshop with a product team, helping them find the human language around the feature they’re building.
  • Brainstorm with a Content Strategy teammate on how to walk a customer through a sign-in process, or how to make error messages more human.
  • Work with a design team to co-write a content workbook, including conversation structure, ideal phrases, human language, and navigation ideas.
  • Lead a co-writing session with design, legal, and product,
  • Answer email. (We’re all trying to spend less time on this, but let’s be real.)
  • Join a Content Strategy team weekly to share wins, questions, business updates, and team goals.
  • Lead a journey-mapping session to outline the customer experience for opening a bank account.
  • Co-write a user-testing script for redesigning an app sign-in flow.
  • Create content prototypes that will be used to validate hypotheses in testing.
  • Facilitate a group conversation to help a team clarify what they are working on, or how they are working.
  • Grab coffee with a product manager to hear what they’re super excited about and how you can help.
  • Join a Capital One Design all-hands to see what other teams are doing.
  • Help, support, and coach Content Strategy team members.

Your days look like that because:

  • Our mission at Capital One is to change banking for good. We’re all humans with unique emotions about our money, and messaging HUGELY influences how we feel about the institutions we’ve entrusted to handle that money.
  • The Content Strategy team’s mission is to bring simplicity, ingenuity, and humanity — and personality, where appropriate — to our customers’ experience with their money. It’s a big responsibility, but that means it’s also a big opportunity to do something real, good, and important for millions of real people.
  • The Design organization’s mission — of which Content Strategy is an integral part — is to Design for Impact. That’s leading the charge toward a new way of working at Capital One. We emphasize a design mindset, rapid iteration, and lean development, no matter what we’re working on.

You’ll need to be pretty dang good at wearing these hats:

  • Customer Advocate — You’ll dig into who our customers are and what language they use, then ensure our products speak their language
  • Writer — You’ll build trustworthy relationships with customers by making “simplicity and humanity” core facets of our product content
  • Editor — You’ll cut or change what doesn’t help audiences find, understand, and choose us
  • UX Designer — You’ll establish a cohesive conversation with users, both within and across our many digital experiences
  • Researcher — You’ll test your content on real customers, iterate until it’s clear as a bell, then see it rolled out to millions of people
  • Data Scientist — You’ll study analytics and use data to drive your messaging decisions and support/dispel your assumptions

You’ll love your job THE MOST if you:

  • Want to be a part of changing banking for good
  • See words as an incredibly powerful tool for connecting with people
  • Are passionate about the customer and want to use your influence to design experiences that build trust and help people
  • Commit only to what is essential, and your calendar and to-do lists reflect that
  • Are articulate and prepared, able to confidently substantiate your decisions to peers and senior-level executives alike
  • Have a positive yet practical attitude; we could call your colleagues and they’d gush over how much they love working with you
  • Work quickly without compromising quality, knowing that iteration and testing are part-and-parcel to designing exceptional user experiences
  • Take initiative, aren’t afraid to fail, ask thoughtful questions, and constantly seek better ways of working and communicating

You might feel pretty bummed about this job if you:

  • Want to focus on content marketing
  • Prefer owning a project individually to coaching others collaboratively through a project
  • Work better in structured environments than in ambiguity and uncertainty

A few last things because they’re super important:

  • As part of the UX Content Strategy team, you’ll sit at the intersection of content and product design. Some roles on the team cover traditional content development and management (building web experiences, creating emails, etc.). Other roles are more solidly in product and experience design (for example, what happens when a customer doesn’t pay a bill?).
  • You’ll be a champion of content-first design in every project and product you work on. Ideally, you’ll help a team nail the right conversation from the beginning, then build an experience around that. Other times you’ll meet a team right where they are, helping them find the right language for what they have now, while thinking about how to make it better next time. The Content Strategy team is moving toward being less of a delivery team and more of a coaching squad, but we’re still on that journey.
  • You’ll do a lot of getting-it-done without worrying about who’s “supposed” to do it. You’ll run a workshop, then clean up the conference room. You’ll jump in and moderate customer interviews at the last minute because your team needs you. You’ll be the human glue connecting teams who’ve never worked together before.

Does this sound like a dream to you? Great. 

Tell us why this MUST be your next job by emailing Tina.Johnson-marcel@capitalone.com.