# Senior Director, Product Design, Agent Servicing Platforms **Company**: Capital One **Location**: McLean, VA **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $269,600 - $307,700 for Sr. Director, Design (McLean, VA) $294,100 - $335,700 for Sr. Director, Design (New York, NY) **Category**: Design **Industry**: Finance **Apply**: https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/McLean-VA/Senior-Director--Product-Design--Card-Servicing-and-Support_R1003665-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_2f484edf-4a7 ## Description We are seeking a Senior Director of Product Design to lead our Agent Servicing Platform design team within the Card Servicing organisation. 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. ## Role Expectations In this role, you will lead the end-to-end design strategy for the ecosystem that powers our credit card servicing organisation,from the assistive tools frontline agents use on live customer calls to the behind-the-scenes platforms that optimise workforce operations and policy authoring. Specifically the role will focus on the following: - Ecosystem Design Leadership & Vision: 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. - Frontline Workspace & AI Co-Pilot Evolution: 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. - Design System Stewardship: 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. - Operational Platform Innovation: 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. - Organisational Leadership & Team Growth: 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"). - Cross-Functional Influence & Alignment: Partner deeply with Product, Engineering, and Business leadership horizontally across the Card LOB to shape product roadmaps, optimise business processes, and articulate the strategic value of design to technical and operational partners. ## Expected Competencies - Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. - Leadership: Build a thriving community of designers who are well supported, trained for excellence and able to collaborate with peers in multiple functions. - Human-Centred: Recognise and pursue opportunities where customer needs and business goals coincide, while reinforcing with teammates and partners the importance of collecting and considering diverse customer perspectives throughout the design process. - Business-Focused: Demonstrate a mastery of products, processes, customers, competitors and broader industry trends and apply this knowledge to predict shifts in these areas and shape how Design should engage, uncover and solve significant business challenges. - Problem-Solving: Revel in the art of the possible, driving cross-functional groups in thinking creatively about potential solutions. - Collaboration: Connect the dots across the organisation, proactively bringing together executive partners in ways that drive more coherent experiences. - Communication: Present work to executive leaders and stakeholders, modelling a strategic human-centred approach that integrates design frameworks, data and research insights. ## Basic Qualifications - At least 10 years of experience in leading product design teams and delivering products to market - At least 3 years managing managers ## Preferred Qualifications - 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 organisations - Exceptional people management and development skills ## Benefits Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. ## Salary Information The minimum and maximum full-time annual salaries for this role are listed below, by location. - McLean, VA: $269,600 - $307,700 for Sr. Director, Design - New York, NY: $294,100 - $335,700 for Sr. Director, Design ## Skills ### Required - Product Design - Leadership - Human-Centred - Business-Focused - Problem-Solving - Collaboration - Communication ### Nice to have - Experience in a design toolkit - Proficiency with web and mobile technologies - Proficiency in A.I. design patterns - Expertise with design and prototyping tools such as Figma --- Source: [Apply at capitalone.wd12.myworkdayjobs.com](https://capitalone.wd12.myworkdayjobs.com/en-US/Capital_One/job/McLean-VA/Senior-Director--Product-Design--Card-Servicing-and-Support_R1003665-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)