Service Design Program Manager
San Francisco, CA, USA | Capital One
Design / Graphic Design
Job Description:54 people have viewed this job
The right individual will have the ability and strong desire to orchestrate the pre, during, and post journey of our programs for trainers and participants.This individual will also be responsible for engaging the Service Design community as a subject matter expert, as well as teach and develop a trainer program (and accompanying learning paths and content) for Experience & Service Design, including service blueprint and experience map creation, participation in empathy interviews, full team prototyping, and so many other opportunities to heavily engage in molding the experiences for our organization. The ideal candidate will also understand what is happening across design, with our product and tech partners and across the business to create a best-in-class experience.
Who you are:
You have proven experience project managing or leading programs, orchestrating the systems, processes and timelines for content delivery
You have experience training and teaching or onboarding others to deliver experiences--which could be around self-awareness, experience/service design, design thinking and/or changing the way we work and our collective mindset
You have a strong ability to explain complex design concepts to non-design audiences and stakeholders. You can sketch and you can generate decks, low and high fidelity are in your toolkit
You’re an excellent listener and communicator--written, oral and visual. You’re seeking insights that can help expand and confirm the approach.
You’re a strong facilitator of design methods who can rally teams and participants.
You’re not tied to an immediate solution--you explore the Why and What before the How. You seek input from a broad group of colleagues to make an informed proposal to test and learn.
You work exceedingly well in teams and develop trusting, positive relationships with others. You’re brave in that Brene Brown way--vulnerability is a source of strength and authentic connection.
You’re able to conduct user-research and present insights in a compelling manner. You also apply these data sets to experience maps as you service blueprint the overall learning pre-, during-, and post-experience.
You’re thoughtful about communications and updates to key stakeholders as well as to the broader audiences we serve.
Flexibility and ability to adapt quickly, navigate uncertainty, and flourish under pressure. You are a strategic and creative systems thinker
You’re capable of developing and designing programs, learning or onboarding materials, and translating case studies into digestible information for learners.
You’re aware of how adults learn and how to apply experiential learning. You pay attention to recognition, behavior change, shifting mindsets and aspects of human psychology.
You’re not intimidated by ambiguity and/or running multiple projects. You’re able to think holistically but apply rapidly and where the most need is when necessary.
You can comfortably transition between strategic planning to detailed execution.
Be an evangelist of the One Design Learning Ecosystem throughout One Design; and, engage and influence beyond our organization.
Participate in a growing Community of Practice for design culture development, meet-ups, sharing of best practices, platforms for sharing tools and methods andstandardization/sharing common Service Patterns across Capital One as they develop across our Lines of Business.
Review benchmarks for success including tracking and monitoring client satisfaction.
You’re a persuasive speaker and excellent storyteller with an ability to read a room and a variety of target audiences
As a Service Design Program Manager you will:
Work with talented designers in a highly collaborative, supportive environment
Participate in all aspects of the design process to frame problems, define insights, create compelling visions, and make concepts and prototypes
Flex your design muscles in multiple contexts, including product design, service design, experience strategy, and design capability training
Sharpen and expand your thinking and making skills
Have the opportunity to participate in speaking, writing, and teaching at Capital One and in the broader design community
Travel 10-20% time
At least 5 years of experience in design strategy, service design, or user experience design
At least 1 year of experience in service design methods and processes
At least 3 years facilitating teams in a design process for a service, product or learning experience
At least 2 years of experience with PowerPoint, Google Slides, or Keynote
Experience with human psychology, behavior change, or diversity and inclusion
Prior experience creating or designing learning materials and facilitating robust learning experiences and touchpoints
Masters Degree in Design
Ability and desire to work in all phases of the design process
Passionate about understanding what makes for an effective learning experience and make education better for everyone
Already a member? Sign In