Product Design Director, Frontline Servicing Experiences

Product Design Director, Frontline Servicing Experiences

We are seeking a Product Design Director to lead our Frontline Servicing Experiences design team, part of the Card Servicing & Support design portfolio. This team is responsible for the mission-critical platform and software ecosystem used by thousands of customer service agents during live customer interactions. We focus on the "engine room" of the organization - designing highly responsive, information-dense tools that empower agents to effortlessly navigate complex workflows while maintaining an empathetic, real-time conversation. This is a high-stakes space where design directly impacts both agent productivity and the customer experience at scale.

We leverage systems thinking, robust information architecture, and deep product design expertise to transform backend complexity into seamless, intuitive tools. As part of this remit, you will also oversee the design system powering our frontline platforms, pushing its capabilities to the forefront of AI-driven, pattern-based product experiences.

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

As a Director within the Card Servicing & Support design leadership team, you will lead a sizable team as a leader of leaders - managing and elevating Design Leads and senior designers - while serving as the voice for design alongside Product and Engineering leaders within your domain. You will drive end-to-end design strategy across the portfolio, shaping high-impact visions that align with broader enterprise business objectives.

This specific remit requires a senior design leader who is genuinely energized by foundational building, complex technical orchestration, and high-density user experience challenges. You believe that internal platforms deserve the exact same rigor, craft, and care as consumer-facing products - while recognizing that "good design" for a live-call operational environment requires a unique balance of speed, clarity, repeatable patterns, and cognitive ease.

In this role you will:

• Manage and Grow the Team: Lead a sizable team of designers through your Design Leads. You will set strong standards for design quality, mentor your leads, and help the team grow.
• Design for Complex Live-Call Workflows: Guide your team in building clear, reliable interfaces that help agents handle fast-paced live customer calls, process dense information quickly, and complete actions without friction.
• Lead and Evolve the Design System: Oversee the design system for our frontline platforms, making sure it stays consistent, relies on clear repeatable patterns, and integrates AI features to help agents make better decisions faster.
• Partner with Product and Tech: Partner with Product and Engineering leadership to influence product roadmaps and ensure design standards are maintained during technical builds.
• Set Portfolio Design Strategy: Work with other leaders across the Card Servicing & Support portfolio to make sure all of our credit card servicing products feel connected and consistent.

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: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes your team feel valued and heard
• Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations
• Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges
• Problem-Solving: Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service of bold technological solutions, data destinations and efficiency
• Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
• Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results

The ideal candidate has a strong portfolio demonstrating your leadership, process, results and impact.

Basic Qualifications

• At least 8 years of experience in product design role
• At least 3 years of experience leading design teams

Preferred Qualifications

• At least 10 years of experience in product design role
• At least 5 years of experience leading design teams
• 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
• Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, OKRs, roadmaps and operating models
• 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
• 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 for this position.

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: $230,400 - $263,000 for Director, Design

New York, NY: $251,400 - $286,900 for Director, Design

Richmond, VA: $209,500 - $239,100 for 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. 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).