Director, Product Designer - Bank Self-Servicing Design

Capital One • McLean, NY

1d • Hybrid

About The Position

Capital One is seeking a Product Design Director to lead Bank Self-Servicing Design within its Experience Design organization. The Director will spearhead the expansion of AI-enabled self-service experiences across multiple channels, moving from initial proof-of-concept pilots toward broader, multi-channel and multi-use-case deployments. The role includes leading and growing a high-performing design team and defining chatbot frameworks, conversational flows, and AI-to-human handoffs.

The Director will lead a cross-disciplinary team of designers and collaborate closely with research teams and Product and Tech leadership. This position is responsible for high-impact, complex projects and for defining and driving design strategy that informs organizational vision and aligns with business objectives. The role is hybrid, with on-site attendance required according to Capital One’s hybrid policy at the designated office location.

The successful candidate will use expertise across interaction, visual, and service design to strengthen the design practice and help teams create artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes. They will foster an inclusive and collaborative team culture; champion customer and partner perspectives; apply business, product, customer, competitor, and market insights; help teams navigate technical constraints and data capabilities; connect teams and portfolios to improve experience coherence and delivery; and communicate design strategy and evidence to stakeholders at all levels.

Requirements

• At least 8 years of experience in a product design role.
• At least 3 years of experience leading design teams.
• Strong portfolio demonstrating leadership, process, results, and impact.
• Exceptional written and verbal communication skills.
• Exceptional interpersonal and relationship-building skills across complex organizations.
• Exceptional people management and development skills.

Nice To Haves

• At least 10 years of experience in a product design role.
• At least 5 years of experience leading design teams.
• Experience with a design toolkit spanning product design, service design, design strategy, and content design.
• Experience leading product design teams 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, including navigating technical considerations and constraints to make product and experience decisions.
• Expertise with design and prototyping tools such as Figma.
• Experience managing an interdisciplinary design team.
• Proficiency in business case development and grounding product and user experience decisions in business value.

Responsibilities

• Lead and grow a high-performing design team focused on Bank Self-Servicing Design and AI-enabled customer experiences.
• Expand AI-enabled self-servicing experiences across multiple channels and use cases.
• Define chatbot frameworks, conversational flows, and AI-to-human handoffs.
• Lead high-impact, complex design projects and define and drive design strategy aligned with organizational vision and business objectives.
• Apply interaction, visual, and service design expertise to elevate the quality and maturity of Capital One’s design practice.
• Collaborate with research teams and Product and Tech leadership, and connect partners across teams, portfolios, platforms, and lines of business.
• Help oversee and optimize the use of design tools, platforms, frameworks, and design systems, and enable the team to develop design artifacts.
• Create an inclusive, collaborative team environment in which team members feel valued and heard.
• Champion customer and partner perspectives and pursue experiences that exceed customer needs while supporting business outcomes.
• Apply knowledge of products, processes, customers, competitors, and industry trends to shape design solutions to business challenges.
• Share insights about technical advances and data capabilities, and help teams navigate technical limits in pursuit of effective technology and data solutions.
• Present design work and communicate strategy using design frameworks, data, and research insights to influence stakeholders and achieve results.

Benefits

• Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being; eligibility varies by employment status and management level.
• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed