Principal Associate, Design Operations

161 Bay Street (93021), Canada, Toronto – Capital One Canada is seeking a Principal Associate (PA) in Design Operations to join our Experience Design (XD) team. This role focuses on streamlining design processes, tooling, AI integration, and automation to elevate digital customer experiences.

As a core member of the XD team, you will codify how we design, deliver, and govern digital experiences through strategic workflows, tooling, and AI solutions.

• Define and execute standardized XD workflows and Standard Operating Procedures (SOPs) to improve team efficiency across research, CX insights, product design, content design, and design systems.
• Configure, maintain, and automate the XD software and tooling ecosystem, ensuring security best practices and high‑quality delivery.
• Partner with XD leadership to support product launches, technology adoption, and continuous improvement initiatives through cross‑functional alignment and stakeholder influence.
• Regularly evaluate existing XD procedures, propose and implement improvements, and report on operational performance and OKRs/KPIs.
• Act as the primary point of contact for cross‑functional partners (Product, Engineering, Brand, Operations) to align on delivery standards and operational roadmaps.
• Serve as the XD AI curator: map design life cycles to identify process friction, partner on AI rollout, and ensure AI‑generated outputs meet quality, experience, and security standards.
• Identify opportunities for AI‑native integration and automation to free capacity for strategic creative work.
• Establish AI‑driven governance models, audit design systems, and manage a centralized prompt and tool library to keep the team at the industry forefront.
• Drive AI literacy by leading upskilling workshops and developing playbooks that guide AI usage within the XD process.

• At least 5 years of experience in Design Operations or Program Management for Product Design teams.
• 5+ years of cross‑functional stakeholder management and 5+ years of working in dynamic, fast‑paced environments requiring proactive problem‑solving and autonomy.
• Deep expertise with XD tools such as Figma, User Zoom, User Testing, dScout, CX Insight platforms, design system, content design, and accessibility tools.
• Familiarity with the latest XD‑related AI tools and ability to implement them for operational efficiency across the PDLC.
• Experience in Service Design for internal teams, treating the design group itself as the “user” of the tools.

• Bachelor's degree in Design, Business, Commerce, Engineering, Science, or related fields.
• Experience with Lean & Six Sigma methodologies.
• Experience in regulated environments (e.g., financial industry) with an understanding of legal and compliance workflows.
• Proven track record managing a design‑technology portfolio for mid‑sized teams.
• Experience applying Agile/SAFe methodologies within a product‑design context.
• Prior experience at Capital One.

• Hybrid work environment: 3 days in the office with a one‑time Work From Home allowance.
• Full coverage for spouse, domestic partner, and dependents.
• Up to $3,000 in mental health coverage and $5,000 in tuition subsidies per year.
• Competitive salary range: $108,900‑$124,300 annually, plus performance‑based incentive compensation.

Capital One Canada is an equal‑opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations. For any inquiries about accommodations, please contact Capital One Recruiting. We may use your information for automated decision‑making within our recruitment process, but hiring decisions are made by our hiring managers and interviewers.