Director, Learning Experience Design (Hybrid)
Capital One is seeking a visionary learning and development leader to transform learning from a support function into a critical driver of operational performance. This strategic role focuses on modernizing learning approaches, integrating AI to accelerate content creation, and fostering an innovative, agile team culture.
About the Role
As Director of Learning, you will lead a team responsible for designing, developing, and continuously improving high-impact learning experiences tailored to operations associates. You will elevate learning to an experiential, in-the-flow-of-work model by leveraging learning science, human-centered design, and emerging technologies to drive operational metrics and learner engagement.
The ideal candidate is a strategic partner who anticipates operational learning needs, an AI-forward thinker who uses technology to scale knowledge, and an innovative coach who fosters agility and experimentation. You will collaborate in a matrixed environment to connect learning programs to business metrics like call quality, task competence, and productivity.
Responsibilities
- Champion AI integration into the design and maintenance lifecycle to reduce time-to-market for learning assets and ensure continuous updates to knowledge repositories.
- Foster an innovative culture through rituals and coaching that empower the team to pilot new design ideas and adapt to fast-paced operational needs.
- Collaborate with operational and frontline stakeholders to co-create the annual strategic learning agenda and ensure seamless execution.
- Lead the Instructional Design Center of Excellence (CoE), optimizing resource allocation to support operations and frontline strategy while maintaining quality and brand alignment.
- Design impactful learning solutions using adult learning science and human-centered design to address frontline trends and innovate delivery modalities.
- Drive continuous improvement by establishing and monitoring key learning performance metrics, leveraging operational data for refinements.
- Manage project scope, timelines, and budget, mitigating risks while balancing business constraints with innovation.
Requirements
- Experience establishing and leading an Instructional Design Center of Excellence (CoE) within an operations-focused environment.
- Demonstrated ability to integrate AI or automation tools into the learning development lifecycle.
- Proven track record of coaching teams to be innovative, agile, and nimble in complex problem-solving.
- Ability to develop and execute a comprehensive instructional design strategy for frontline and operational audiences.
- Strong history of partnering with senior business leaders to translate operational needs into scalable, modern learning solutions.
- Demonstrated success in implementing evaluation models and data analytics to measure learning’s impact on operational results.
- Ability to manage ambiguity, lead through change, and deliver in a highly matrixed structure.
Qualifications
Basic Qualifications:
- Bachelor’s Degree.
- At least 5 years of experience in instructional design and development.
- At least 5 years of experience in project management, program management, or a combination (planning, executing, tracking, reporting).
- At least 5 years of experience with client consulting.
- At least 5 years of experience in people management.
Preferred Qualifications:
- Advanced degree in Instructional Design, Learning and Development, or Organizational Design/Effectiveness.
- At least 10 years of experience in instructional design and development.
- At least 10 years of experience in project management, program management, or a combination (planning, executing, tracking, reporting).
- At least 10 years of experience with client consulting.
- At least 10 years of experience in people leadership, including as a leader of leaders.
Schedule
This role is hybrid, requiring 3 days per week in the office and the remainder virtual.
Pay
The annual full-time salary ranges for this role by location are:
- Chicago, IL: $173,000 - $197,400
- McLean, VA: $190,300 - $217,200
- Plano, TX: $173,000 - $197,400
- Richmond, VA: $173,000 - $197,400
- Riverwoods, IL: $173,000 - $197,400
Candidates hired for other locations will be subject to the pay range associated with that location. This role is also eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives.
Benefits
Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits to support total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. Learn more.