The posting
Senior Director, Product Design, Agent Servicing Platforms
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We are seeking a Senior Director of Product Design to lead our Agent Servicing Platform design team within the Card Servicing organization. This team is responsible for the mission-critical platform and software ecosystem used by thousands of customer service agents during live customer interactions.
The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. 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 a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you.
Role Expectations
In this role, you will lead the end-to-end design strategy for the ecosystem that powers our credit card servicing organization—from the assistive tools frontline agents use on live customer calls to the behind-the-scenes platforms that optimize workforce operations and policy authoring. You will lead and scale a multi-team design organization tackling some of our most complex, information-dense challenges: evolving our live agent workspace into a conversational, AI-driven platform, stewarding our core internal design system, and bringing clarity to nascent operational processes across the servicing business. This is a high-visibility leadership role for a player-coach who excels at translating abstract business strategy into consumer-grade user experiences—driving operational efficiency and elevating internal tooling where it impacts the customer experience most. Specifically the role will focus on the following:
- Ecosystem Design Leadership & Vision: Direct the overall UX strategy, architecture, and design execution across frontline servicing platforms and operational tools, ensuring a cohesive, end-to-end experience across the credit card servicing landscape.
- Frontline Workspace & AI Co-Pilot Evolution: Oversee the transformation of our core live-servicing tools into intelligent, conversational AI co-pilots that streamline complex workflows, reduce cognitive load, and empower agents during live customer interactions.
- Design System Stewardship: Lead the evolution and governance of our internal design system and component library, establishing repeatable patterns that accelerate engineering delivery, reduce technical debt, and ensure design consistency across all platforms.
- Operational Platform Innovation: Guide the end-to-end design of brand-new internal authoring, content governance, and workforce management platforms, converting abstract operational requirements into intuitive, enterprise-grade tools for business stakeholders.
- Organizational Leadership & Team Growth: Scale, mentor, and lead a high-performing team of product designers and design leads, fostering a culture of design excellence, continuous learning, and active hands-on coaching ("leading through making").
- Cross-Functional Influence & Alignment: Partner deeply with Product, Engineering, and Business leadership horizontally across the Card LOB to shape product roadmaps, optimize business processes, and articulate the strategic value of design to technical and operational partners.
Here are some of the expected competencies for this role:
- Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. Leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and enable your team to develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes
- Leadership: Build a thriving community of designers who are well supported, trained for excellence and able to collaborate with peers in multiple functions and set the vision and strategic direction for your team in close partnership with your cross-functional partners
- Human-Centered: Recognize and pursue opportunities where customer needs and business goals coincide, while reinforcing with teammates and partners the importance of collecting and considering diverse customer perspectives throughout the design process
- Business-Focused: Demonstrate a mastery of products, processes, customers, competitors and broader industry trends and apply this knowledge to predict shifts in these areas and shape how Design should engage, uncover and solve significant business challenges
- Problem-Solving: Revels in the art of the possible, driving cross-functional groups in thinking creatively about potential solutions, illuminating potential pitfalls and fostering shared learnings; builds frameworks for complex decision-making that enable effective debate and accelerate getting to the right solutions
- Collaboration: Connect the dots across the organization, proactively bringing together executive partners in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
- Communication: Present work to executive leaders and stakeholders, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence change and drive strategic direction
The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.
Basic Qualifications:
- At least 10 years of experience in leading product design teams and delivering products to market
- At least 3 years managing managers
Preferred Qualifications:
- 12+ years of experience in leading product design teams and delivering products to market
- Experience in a design toolkit that spans product design, service design, design strategy and content design
- Experience leading product design teams operating across UX and UI, strategy, content, and research from strategy through delivery to market
- Deep experience partnering with product managers, engineers, marketing, and analytics leaders across multiple business lines to shape strategy, performance metrics, roadmaps, and operating models
- Deep experience interfacing with executive leadership to solve problems, influence key decisions, and drive results across strategy, design, roadmaps and investments
- Experience working within a design system
- Proficiency with web and mobile technologies and platforms, navigating technology considerations and constraints to drive sound product and experience decisions
- Proficiency in A.I. design patterns or A.I. tooling
- Expertise with design and prototyping tools such as Figma
- Experience managing an interdisciplinary design team
- Proficiency in business case development, grounding product and user experience decisions to business value
- Exceptional written and verbal communication skills
- Exceptional interpersonal skills and relationship building across complex organizations
- Exceptional people management and development skills
At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer)
This role is designated as a hybrid position. You are expected to adhere to Capital One's hybrid policy regarding required on-site presence at your designated office location.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $269,600 - $307,700 for Sr. Director, Design
New York, NY: $294,100 - $335,700 for Sr. Director, Design
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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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).
