Product Design Director, Frontline Servicing Experiences

Capital One•McLean, VA

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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.