AI-Driven Learning Experience Design Manager (Hybrid)

Capital One; Richmond (VA); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One’s Learning & Knowledge team embraces AI-driven, experiential learning for frontline agents and leaders. The Manager, Learning Experience Design, guides a multidisciplinary team to translate adult learning theory and behavioral science into practical assets that boost performance in a fast-paced call center and back-office environment.

The role blends strategic consulting with hands-on design leadership, leveraging agile practices to accelerate content creation.

Qualifications

• Experience leading instructional design teams in an operations-, call center-, or customer service-focused environment.
• Hands-on experience integrating AI tools, automation, or emerging learning technologies into the development lifecycle.
• Proven track record coaching direct reports in agile instructional design practices (e.g., SAM, Agile/Iterative Design).
• Strong history consulting with operational stakeholders to translate frontline workflow requirements into scalable learning experiences.
• Demonstrated skill using data and evaluation frameworks to measure learning program impact on KPIs.
• Ability to manage ambiguity and deliver results in a fast-paced matrixed organization.

Responsibilities

• Lead a team of instructional designers and creative specialists.
• Drive AI tool integration and streamline content development workflows.
• Consult on learning strategy with Card Shared Services leaders and L&D peers.
• Design frontline learning experiences blending blended, self-guided, and on-the-job formats.
• Monitor learning metrics and performance data to refine solutions and optimize the ecosystem.
• Manage project portfolios, timelines, resources, and quality standards.

Skills

Strategic partnership

AI-forward

Coaching teams

Learning science

Data-driven decision making

Education

Bachelor's Degree or military experience

Master's Degree (preferred)

Tools

Generative AI tools

Job description

Capital One’s Learning & Knowledge team embraces AI-driven, experiential learning for frontline agents and leaders. The Manager, Learning Experience Design, guides a multidisciplinary team to translate adult learning theory and behavioral science into practical assets that boost performance in a fast-paced call center and back-office environment.

The role blends strategic consulting with hands-on design leadership, leveraging agile practices to accelerate content creation.