Product Design Director, Card Servicing and Support Platform Design

We’re seeking a Product Design Director to lead our Card Servicing & Support Platform Design team, part of the Experience Design organization. This team focuses on the high-complexity internal platforms and ecosystems that power our credit card servicing experiences, designing the sophisticated tools, authoring environments, and governance structures that enable internal support teams and partners to manage and create servicing experiences at scale.

About the role

The Card Servicing & Support Platform Design team manages a diverse portfolio ranging from nascent, greenfield initiatives to large-scale modern 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 is at the forefront of enriching digital and physical experiences, creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity, and healthy critique, honoring diversity of thought and creating a culture of belonging.

Responsibilities

• Navigate Nascent Domains: Define the design strategy for high-priority, emerging business areas where the "target state" isn't yet known, moving initiatives from abstract concepts to concrete platform roadmaps.
• Lead High-Complexity Product Design: Drive the design of sophisticated internal platforms—specifically tools that author workflows, govern content, and orchestrate operational tasks—built on consistent, repeatable, and scalable design foundations.
• Standardize Complexity: Oversee the creation of design system patterns that reduce technical debt and designer "swirl," enabling high-integrity, repeatable experiences across a diverse portfolio of internal platforms.
• Lead Through Making: Act as a "player-coach" by remaining hands-on, prototyping, visualizing complex workflows, and learning through building and testing real experiences.
• Influence Through Education: Work with partners and technical stakeholders new to the design process, teaching design value while delivering high-impact solutions.

Qualifications

• Product Design Expertise: Leverage established expertise in product design to elevate the quality and maturity of the design practice, using skills across interaction, visual, and service design. Collaborate with cross-functional partners to optimize tools, platforms, frameworks, and design systems.
• Leadership: Create a positive and inclusive team environment, setting a vision for a collaborative culture where team members feel valued and heard.
• Human-Centered: Champion the voices of customers and partners, modeling the mindset 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, helping teams navigate limitations to achieve bold technological solutions and efficiency.
• Collaboration: Connect teams, portfolios, platforms, and lines of business to drive coherent experiences, accelerate delivery, and elevate the value of design.
• Communication: Present work across levels and functions, modeling a strategic, human-centered approach that integrates design frameworks, data, and research insights to influence stakeholders and achieve impactful results.

Requirements

• 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 design toolkit spanning product design, service design, design strategy, and content design.
• Experience leading product design teams operating across UX, UI, strategy, content, and research from strategy through delivery.
• Experience partnering 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.
• Experience managing an interdisciplinary design team.
• Proficiency in business case development, grounding product and user experience decisions in business value.
• Exceptional written and verbal communication skills.
• Exceptional interpersonal skills and relationship-building across complex organizations.
• Exceptional people management and development skills.

Pay

The minimum and maximum full-time annual salaries for this role are listed below by location. Salaries for part-time roles will be prorated based on agreed-upon hours.

• McLean, VA: $230,400 - $263,000
• New York, NY: $251,400 - $286,900
• Richmond, VA: $209,500 - $239,100

Candidates hired to work in 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 (LTI).

Benefits

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