Senior Director, Product Design, Card Servicing and Support

Senior Director, Product Design, Agent Servicing Platforms

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We are seeking a Senior Director of Product Design to lead our Agent Servicing Platform design team within the Card Servicing organization. This team is responsible for the mission-critical platform and software ecosystem used by thousands of customer service agents during live customer interactions.

The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and 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.

If you’re a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you.

In this role, you will lead the end-to-end design strategy for the ecosystem that powers our credit card servicing organization—from the assistive tools frontline agents use on live customer calls to the behind-the-scenes platforms that optimize workforce operations and policy authoring. You will lead and scale a multi-team design organization tackling some of our most complex, information-dense challenges: evolving our live agent workspace into a conversational, AI-driven platform, stewarding our core internal design system, and bringing clarity to nascent operational processes across the servicing business.

This is a high-visibility leadership role for a player-coach who excels at translating abstract business strategy into consumer-grade user experiences—driving operational efficiency and elevating internal tooling where it impacts the customer experience most. Specifically the role will focus on the following:

• Ecosystem Design Leadership & Vision: Direct the overall UX strategy, architecture, and design execution across frontline servicing platforms and operational tools, ensuring a cohesive, end-to-end experience across the credit card servicing landscape.
• Frontline Workspace & AI Co-Pilot Evolution: Oversee the transformation of our core live-servicing tools into intelligent, conversational AI co-pilots that streamline complex workflows, reduce cognitive load, and empower agents during live customer interactions.
• Design System Stewardship: Lead the evolution and governance of our internal design system and component library, establishing repeatable patterns that accelerate engineering delivery, reduce technical debt, and ensure design consistency across all platforms.
• Operational Platform Innovation: Guide the end-to-end design of brand-new internal authoring, content governance, and workforce management platforms, converting abstract operational requirements into intuitive, enterprise-grade tools for business stakeholders.
• Organizational Leadership & Team Growth: Scale, mentor, and lead a high-performing team of product designers and design leads, fostering a culture of design excellence, continuous learning, and active hands-on coaching ("leading through making").
• Cross-Functional Influence & Alignment: Partner deeply with Product, Engineering, and Business leadership horizontally across the Card LOB to shape product roadmaps, optimize business processes, and articulate the strategic value of design to technical and operational partners.

Here are some of the expected competencies for this role:

• Product Design Expertise:
  Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. Leveraging a variety of skills…