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Service Design Program Manager

Vienna, VA, USA | Capital One

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Project Management
    Design / Graphic Design
  • Experience:
    5-7 years
Job Description:
50 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

Basic Qualifications:

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

Preferred Qualifications:

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


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