Director, Product Designer - Bank Self-Servicing Design
About The Position
Capital One is seeking a Product Design Director to lead Bank Self-Servicing Design within its Experience Design organization. The Director of Customer Assist Design will expand AI-enabled experiences across multiple self-servicing channels, moving beyond proof-of-concept pilots toward multi-channel, multi-use-case deployments. The role leads and grows a high-performing design team and defines chatbot frameworks, conversational flows, and AI-to-human handoffs. The Director leads a cross-disciplinary team of designers and works closely with research teams and Product and Tech leadership. The position is responsible for high-impact, complex projects and for defining and driving design strategy that informs the organization’s higher-level vision and aligns with business objectives. The role also advances the quality and maturity of Capital One’s design practice, drawing on interaction, visual, and service design and helping teams use appropriate tools, platforms, frameworks, and design systems. The successful candidate will champion customer and partner perspectives, foster an inclusive and collaborative team culture, apply business and market insights to design challenges, and help teams navigate technical and data capabilities. They will connect teams and portfolios, communicate complex ideas to stakeholders at all levels, and use design frameworks, data, and research to influence outcomes. A strong portfolio demonstrating leadership, process, results, and impact is expected. This is a hybrid position, subject to Capital One’s hybrid policy and required on-site presence at the designated office location.
Requirements
- At least 8 years of experience in a product design role.
- At least 3 years of experience leading design teams.
- A strong portfolio demonstrating leadership, process, results, and impact.
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.
- Exceptional written and verbal communication skills.
- Exceptional interpersonal skills and relationship-building abilities across complex organizations.
- Exceptional people management and development skills.
Responsibilities
- Lead and grow a high-performing design team focused on Bank Self-Servicing and Customer Assist.
- Expand AI-enabled experiences across multiple self-servicing channels and lead deployment across multiple use cases.
- Define chatbot frameworks, conversational flows, and AI-to-human handoffs.
- Lead high-impact, highly complex design projects and define and drive design strategy aligned with business objectives and organizational vision.
- Collaborate with research teams and Product and Tech leadership.
- Apply interaction, visual, and service design expertise to elevate the quality and maturity of the design practice.
- Help oversee and optimize the use of design tools, platforms, frameworks, and design systems, and enable the team to produce artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes.
- Create an inclusive, collaborative team culture in which team members feel valued and heard.
- Champion customer and partner perspectives and pursue experiences that meet and exceed customer needs while supporting business outcomes.
- Apply knowledge of products, processes, customers, competitors, and market trends to shape design solutions to business challenges.
- Share insights about technical advances and data capabilities, and help teams navigate technical constraints in pursuit of technology and efficiency opportunities.
- Connect teams, portfolios, platforms, and lines of business to improve coherence, accelerate delivery, and elevate design’s value.
- Present work across organizational levels and functions, using design frameworks and data and research insights to influence senior stakeholders and make complex ideas accessible.
Benefits
- Comprehensive, competitive, and inclusive health, financial, and other benefits supporting total well-being.
- Eligibility for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
