Senior Director, Product Design, Agent Servicing Platforms

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 [email protected].
• For technical support or questions about the recruiting process, email [email protected].

Posted date: 10/15/2026