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 directly impact 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 quickly to operational priorities.
- 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) to optimize resource allocation, maintain consistent quality, and align with the broader operations strategy.
- Design high-impact 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 while mitigating risks to balance innovation with business constraints.
Qualifications
Ideal Candidate Profile
- Strategic Partner: Anticipates learning needs of operational and frontline stakeholders by staying current with design trends, balancing long-term vision with operational rigor, and structuring ambiguity.
- AI-Forward Thinker: Passionate about leveraging 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 remain adaptable to shifting priorities.
- Practitioner of Learning Science Design: Translates instructional design methodologies into strategies that directly impact operational KPIs and frontline performance.
- Collaborative Partner: Cultivates 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 the value of learning investments.
Experience
- Establishing and leading an Instructional Design Center of Excellence (CoE) within an operations-focused environment.
- Integrating AI or automation tools into the learning development lifecycle.
- Coaching teams to be innovative, agile, and nimble in complex problem-solving.
- Developing and executing instructional design strategies for frontline and operational audiences.
- Partnering with senior business leaders to translate operational needs into scalable, modern learning solutions.
- Implementing evaluation models and data analytics to measure learning impact on operational results.
- Managing ambiguity, leading through change, and delivering in a highly matrixed structure.
Requirements
- 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 as follows (part-time salaries will be prorated):
- 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 their work site. This role is also eligible for performance-based incentive compensation, including cash bonuses and/or long-term incentives (LTI).
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.