Product Design Director, Card Servicing and Support Platform Design

Product Design Director, Card Servicing and Support Platform Design

We’re currently seeking a Product Design Director to lead our Card Servicing & Support Platform Design team, part of the Experience Design organization.

This team is responsible for the high‑complexity internal platforms and ecosystems that power our credit card servicing experiences. We focus on the "engine room" of the organization—designing sophisticated tools, authoring environments, and governance structures that allow our internal support teams and partners to manage and create servicing experiences at scale. The portfolio ranges from nascent, greenfield initiatives to large‑scale platform transformations. We use service design and systems thinking to transform backend complexity into seamless, highly intuitive solutions for internal users, customer service agents, and the customers they serve.

The Experience Design team at Capital One enriches digital and physical customer experiences and is passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion collaboration, authenticity, healthy critique, diversity of thought, belonging, and mutual elevation. If you’re a creative innovator who embraces experimentation, learning, and changing banking for good, we’d love to hear from you.

Role Expectations
As a Director on the Card Servicing & Support design team, you’ll lead a talented, cross‑disciplinary team of designers and collaborate deeply with research teams and Product and Tech leadership. You’ll drive high‑impact, highly complex projects and shape design strategy that informs the organization’s vision and aligns to business objectives.

The role requires a leader energized by foundational building and technical orchestration and a genuine passion for transforming internal enterprise tools into world‑class experiences.

In this role you will:

Navigate Nascent Domains: Lead on design strategy for high‑priority, emerging business areas where the "target state" is not yet known, moving initiatives from abstract concepts to concrete platform roadmaps.

Lead High‑Complexity Product Design: Drive design of sophisticated internal platforms—tools that author workflows, govern content, and orchestrate operational tasks—built on consistent, repeatable, and scalable design foundations.

Standardize Complexity: Apply design systems to reduce technical debt and designer "swirl," overseeing pattern creation for high‑integrity, repeatable experiences across diverse internal platforms.

Lead Through Making: Act as a "player‑coach" who remains hands‑on, prototyping, visualizing complex workflows, and learning through building and testing real experiences.

Influence Through Education: Teach partners and technical stakeholders new to the design process, delivering high‑impact solutions while demonstrating design value.

Here are some of the expected competencies for this role:

Product Design Expertise: Leverage expertise and leadership to elevate design quality, collaborate with cross‑functional partners, and oversee appropriate tools, platforms, frameworks, and design systems. Enable creation of vision stories, journey maps, blueprints, high‑fidelity designs, and prototypes.

Leadership: Create a positive, inclusive team environment and set a vision for collaborative culture that makes the team feel valued and heard.

Human‑Centered: Champion voices of customers and partners, modeling that business and customer outcomes are complementary, resulting in experiences that exceed baseline needs.

Business‑Focused: Demonstrate expert knowledge of products, processes, customers, competitors, and industry trends, applying insights to shape design engagement and solve business challenges.

Problem‑Solving: Share insights on technical advances and data capabilities that influence outcomes, helping teams navigate limitations for bold technological solutions and efficiency.

Collaboration: Connect across teams, platforms, and LOBs, bringing partners and processes together for coherent experiences and accelerated delivery.

Communication: Present work across levels and functions, modeling strategic human‑centered approaches with design frameworks, data, and research insights to make complexity accessible, influence stakeholders, and achieve results.

The ideal candidate has a strong portfolio demonstrating leadership, process, results, and impact.

Basic Qualifications

At least 8 years of experience in a product design role.

At least 3 years of experience leading design teams.

Preferred Qualifications

At least 10 years of experience in a product design role.

At least 5 years of experience leading design teams.

Experience in a toolkit spanning product design, service design, design strategy, and content design.

Experience leading product design teams across UX and UI, strategy, content, and research from strategy through delivery to market.

Partnered 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.

Managed an interdisciplinary design team.

Proficiency in business case development, grounding 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.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full‑time annual salaries for this role are listed below by location. Salary information is solely for candidates hired to perform work in these locations and refers to the amount Capital One is willing to pay at the time of this posting. Part‑time salaries will be prorated based on agreed hours.

McLean, VA: $230,400 - $263,000 for Director, Design

New York, NY: $251,400 - $286,900 for Director, Design

Richmond, VA: $209,500 - $239,100 for Director, Design

Applicants hired in other locations are subject to the pay range associated with that location. The actual annualized salary offered will be reflected in the offer letter.

This role is also eligible to earn performance‑based incentive compensation, which may include cash bonus(es) and/or long‑term incentives (LTI). Incentives may be discretionary or non‑discretionary per the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support overall well‑being. Learn more at the Capital One Careers website. Eligibility varies by full or part‑time status, exempt or non‑exempt status, and management level.

Capital One is an equal‑opportunity employer (EOE, including disability/veteran), committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace.

Capital One will consider qualified applicants with a criminal history in a manner consistent with applicable laws on background inquiries. For accommodation inquiries, contact Capital One Recruiting at 1‑800‑304‑9102 or emailing RecruitingAccommodation@capitalone.com. All information provided will be kept confidential and used only to provide necessary accommodations.

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