Director, Frontline Design & Live-Call Experience

Capital One Group; Virginia (MN); Hybrid; USD 210,000 - 287,000; Full time

Job summary

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team within the Card Servicing & Support portfolio. The role focuses on mission-critical platforms used by thousands of customer service agents, building highly responsive, information-dense tools that empower agents and enhance real-time customer interactions.

You will drive end-to-end design strategy, mentor design leads, and collaborate with Product and Engineering to shape roadmaps while

Qualifications

• At least 8 years of experience in product design.
• At least 3 years of experience leading design teams.
• Experience with design systems.
• Experience partnering with product, engineering, marketing and analytics teams.
• Proficiency with web and mobile technologies.
• Expertise with design and prototyping tools such as Figma.

Responsibilities

• Manage and grow a sizable team of designers through Design Leads.
• Guide design of complex live-call workflows and dense information interfaces.
• Oversee and evolve the design system for frontline platforms, including AI features.
• Partner with Product and Engineering to influence roadmaps and maintain design standards.
• Set portfolio design strategy to ensure coherence across Card Servicing & Support products.

Skills

Product design leadership

Leadership

Human-centered design

Collaboration

Communication

Problem solving

Design systems

Cross-functional partnering

Figma

Tools

Figma

Job description

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team within the Card Servicing & Support portfolio. The role focuses on mission-critical platforms used by thousands of customer service agents, building highly responsive, information-dense tools that empower agents and enhance real-time customer interactions.

You will drive end-to-end design strategy, mentor design leads, and collaborate with Product and Engineering to shape roadmaps while