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 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 the sophisticated tools, authoring environments, and governance structures that allow our internal support teams and partners to manage and create servicing experiences at scale. The team manages a diverse portfolio ranging from nascent, greenfield initiatives within new business areas for design to large-scale modern platform transformations. We use service design and systems thinking to transform backend complexity into seamless, highly intuitive solutions for both our internal users, our customer service agents, and the customers they serve.

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences. We are passionate about 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, in which we honor diversity of thought, create a culture of belonging, and elevate one another.

About the Role

As a Director on the Card Servicing & Support design team, you’ll lead a talented, cross-disciplinary team of designers and collaborate deeply with our research teams and Product and Tech leadership. You’ll be responsible for leading high-impact, highly complex projects and defining and driving design strategy that informs the higher-level vision of the organization and aligns to business objectives. This role requires a leader who is energized by foundational building and technical orchestration, and has a genuine passion for transforming internal enterprise tools into world-class experiences.

Responsibilities

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

Qualifications

• Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. Use skills across interaction, visual, and service design to oversee 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 both customers and partners, ensuring business and customer outcomes are complementary and result in experiences that exceed baseline needs.
• Business-Focused: Demonstrate expert knowledge of products, processes, customers, competitors, and industry trends to shape how Design engages and solves business challenges.
• Problem-Solving: Share insights on technical advances and data capabilities to influence outcomes, helping teams navigate technical limitations in pursuit of bold solutions.
• 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 job functions, using a strategic human-centered approach to make the complex accessible, influence senior 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 and UI, strategy, content, and research from strategy through delivery to market
• 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
• A strong portfolio demonstrating leadership, process, results, and impact

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 the agreed-upon number of hours to be regularly worked.

• 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

Candidates hired to work in other locations will be subject to the pay range associated with that location. This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI).

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your 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.