Agent Servicing Platforms Product Jobs

1 job found

Today

Senior Director, Product Design, Agent Servicing Platforms

Information Technology Senior Management Forum McLean, VA

McLean, VA

Today

$294k - $336k/yr Full time Senior Agent Servicing Platforms Ai Workflows

Apply Now

Job Description

Lead design for agent servicing experiences by shaping end-to-end UX strategy and execution for frontline tools and operational platforms across the credit card servicing landscape. In this hybrid role in McLean, VA, you will guide a design team responsible for evolving live-servicing workflows into intelligent, conversational AI co-pilots, while also stewarding the internal design system and building new platforms for authoring, content governance, and workforce management.

What you’ll do

Own UX strategy, architecture, and design execution across servicing platforms and operational tools, ensuring a cohesive experience across the credit card servicing landscape.
Drive the transformation of core live-servicing tools into AI co-pilots that streamline complex workflows, reduce cognitive load, and support agents during live customer interactions.
Advance and govern the internal design system and component library by establishing repeatable patterns that help accelerate engineering delivery, reduce technical debt, and maintain design consistency across platforms.
Lead end-to-end design for new internal authoring, content governance, and workforce management platforms, turning operational requirements into enterprise-grade tools for business stakeholders.
Scale, mentor, and lead product designers and design leads through hands-on coaching (leading through making) and a culture of continuous learning and design excellence.
Partner with Product, Engineering, and Business leadership across the Card LOB to shape roadmaps, optimize business processes, and communicate the strategic value of design.
Oversee and optimize the use of tools, platforms, frameworks, and design systems, enabling your team to produce artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes.
Build a supported designer community that can collaborate across functions and help set team vision and strategic direction with cross-functional partners.
Align customer needs with business goals by reinforcing the importance of collecting and considering diverse customer perspectives throughout design.
Apply deep expertise across products, processes, customers, competitors, and industry trends to predict shifts and shape how Design engages on major business challenges.
Drive creative problem-solving with cross-functional groups, illuminate potential pitfalls, and build frameworks that enable effective debate and faster progress toward strong solutions.
Connect the organization by proactively bringing executive partners together to improve coherence across experiences and accelerate delivery.
Present work to executive leaders using a strategic, human-centered approach that integrates design frameworks with data and research to make complexity accessible and influence decisions.

What you bring

10+ years of experience leading product design teams and delivering products to market.
At least 3 years managing managers.
Experience with a design toolkit spanning product design, service design, design strategy, and content design.
Experience leading teams across UX and UI, strategy, content, and research from strategy through delivery to market.
Deep partnership experience with product managers, engineers, marketing, and analytics across multiple business lines to shape strategy, performance metrics, roadmaps, and operating models.
Experience interfacing with executive leadership to solve problems and drive results across strategy, design, roadmaps, and investments.
Experience working within a design system.
Proficiency with web and mobile technologies and platforms.
Proficiency in AI design patterns or AI tooling.
Expertise with design and prototyping tools such as Figma.
Experience managing an interdisciplinary design team.
Proficiency in business case development grounded in business value.
Exceptional written and verbal communication, plus strong relationship-building across complex organizations.
Exceptional people management and development skills.

Tools you’ll use

Figma

Incentives and benefits

This role is eligible for performance-based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits to support total well-being.

Location, salary, and hiring notes

Location: McLean, VA (hybrid). You are expected to follow Capital One’s hybrid policy for required on-site presence at your designated office location.
Salary range: USD 294,100 - 335,700 per year (New York, NY range shown as part of the posted range; McLean, VA range shown as $269,600 - $307,700 for Sr. Director, Design).
At this time, Capital One will not sponsor a new applicant for employment authorization or provide immigration-related support for this position.
This role is expected to accept applications for a minimum of 5 business days. No agencies please.
Capital One is an equal opportunity employer (EOE) and promotes a drug-free workplace.
If you need accommodation for the application process, contact Capital One Recruiting at 1-800-304-9102 or RecruitingAccommodation@capitalone.com.
For technical support or questions about the recruiting process, email Careers@capitalone.com.

Posted date: 10/15/2026

View full job page →

Get Agent Servicing Platforms Product Jobs alerts

New Agent Servicing Platforms Product Jobs, daily.