Product Design Director, Card Servicing and Support Platform Design

Product Design Director, Card Servicing and Support Platform Design

We’re currently 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 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.

As a Director on the Card Servicing & Support design team, you’ll lead a talented, cross-disciplinary team of designers and collaborate deeply with 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 aligns to business objectives.

• Navigate Nascent Domains:
  Define 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—tools that author workflows, govern content, and orchestrate operational tasks—built on consistent, repeatable, and scalable design foundations.

• Standardize Complexity:
  Create patterns that allow for high-integrity, repeatable experiences across a diverse portfolio of internal platforms, reducing technical debt and designer "swirl."

• Lead Through Making:
  Demonstrate hands-on leadership by prototyping, visualizing complex workflows, and learning through building and testing real experiences.

• Influence Through
  
  Education:
  
  Teach design value to partners and technical stakeholders new to the design process while delivering high-impact solutions.

• Product Design Expertise:
  Lead and elevate design practice at Capital One, leveraging interaction, visual, and service design. Oversee tools, frameworks, and systems, and produce artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes.

• Leadership:
  Create a positive, inclusive environment and set a vision for collaborative culture.

• Human-Centered:
  Champion voices of customers and partners, integrating business and customer outcomes to exceed expectations.

• Business-Focused:
  Apply expert knowledge of products, processes, competitors, and market trends to shape design strategies that solve business challenges.

• Problem-Solving:
  Provide insights on technical and data capabilities, navigating limitations to deliver bold solutions.

• Collaboration:
  
  Connect across teams, portfolios, platforms, and lines of business to drive coherent experiences and accelerate delivery.

• Communication:
  Present work across levels, integrating design frameworks, data, and research insights to influence senior stakeholders.

The ideal candidate has a strong portfolio demonstrating leadership, process, results, and impact.

• At least 8 years of experience in a product design role.

• At least 3 years of experience leading design teams.

• At least 10 years of experience in a product design role.

• At least 5 years of experience leading design teams.

• Experience with a design toolkit spanning product design, service design, design strategy, and content design.
• Experience leading product design teams across UX, 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, navigating constraints to drive product decisions.
• Expertise with Figma and other prototyping tools.
• Experience managing an interdisciplinary design team.
• Proficiency in business case development, grounding decisions to business value.
• Exceptional written and verbal communication skills.
• Exceptional interpersonal skills and relationship building across complex organizations.
• Exceptional…