Senior Director, Product Design, Agent Servicing Platforms
About The Position
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.
Requirements
- At least 10 years of experience in leading product design teams and delivering products to market
- At least 3 years managing managers
Nice To Haves
- 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
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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").
- 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.
Benefits
- performance based incentive compensation
- cash bonus(es)
- long term incentives (LTI)
- comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
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
