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 for 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.
This role requires deep expertise in instructional design, AI integration, and strategic leadership to coach a team of people leaders, instructional designers, and creative specialists in a culture of experimentation and agility.
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 by leading rituals and coaching sessions that empower the team to think creatively, pilot new 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 across business initiatives.
- Lead the Instructional Design Center of Excellence (CoE), optimizing resource allocation to support operations and frontline strategy while maintaining consistent 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 to refine programs.
- Manage project scope, timelines, and budget, mitigating risks while balancing business constraints with a high bar for innovation.
Qualifications
Ideal Candidate Traits:
- Strategic Partner: Anticipates learning needs of operational stakeholders, balances long-term vision with operational rigor, and structures ambiguity.
- AI-Forward Thinker: Leverages generative AI and automation to streamline learning asset creation, maintenance, and personalization.
- Innovative & Nimble Coach: Inspires teams to adopt agile methodologies, experiment with new technologies, and embrace "failing forward."
- Practitioner of Learning Science: Translates instructional design methodologies into strategies that directly impact operational KPIs and frontline performance.
- Collaborative Partner: Builds strong relationships in a matrixed environment to integrate learning into operational solutions.
- Impact-Driven Strategist: Connects learning programs to business metrics (e.g., call quality, productivity) and uses data to prove value.
Requirements
- Experience establishing and leading an Instructional Design Center of Excellence (CoE) in 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 instructional design strategies for frontline and operational audiences.
- Strong history of partnering with senior leaders to translate operational needs into scalable, modern learning solutions.
- Demonstrated success in implementing evaluation models and data analytics to measure learning impact on business results.
- Ability to manage ambiguity, lead through change, and deliver in a highly matrixed structure.
Basic Qualifications
- Bachelor’s Degree.
- At least 5 years of experience in instructional design and development.
- At least 5 years of experience in project/program management (planning, executing, tracking, reporting).
- At least 5 years of experience in 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/program management.
- At least 10 years of experience in 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
Salaries for part-time roles will be prorated. 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/part-time status, exempt/non-exempt status, and management level. Learn more.