Director of Frontline Design: Live-Call AI Systems

Capital One; McLean (VA); On-site; USD 230,000 - 263,000; Full time

Job summary

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team, shaping end-to-end design strategy for live customer interactions across backend platforms and agent tools.

You will guide Design Leads, evolve the design system, and partner with Product and Engineering to drive roadmap alignment and high‑impact experiences in a fast-paced, high-stakes environment.

Qualifications

• At least 8 years of experience in product design role.
• At least 3 years of experience leading design teams.
• Experience leading product design across UX and UI, strategy, content and research.

Responsibilities

• Manage and Grow the Team: Lead a sizable team of designers through your Design Leads.
• Design for Complex Live‑Call Workflows: Guide your team in building clear, reliable interfaces for fast-paced live calls.
• Lead and Evolve the Design System: Oversee the design system for frontline platforms, ensure consistency and AI integration.
• Partner with Product and Tech: Align with Product and Engineering leadership to influence roadmaps and maintain standards.
• Set Portfolio Design Strategy: Collaborate with leaders across the portfolio to ensure a connected, consistent product experience.

Skills

Product design

Leadership

Human-centered design

Collaboration

Communication

Design systems

Tools

Figma

Job description

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team, shaping end-to-end design strategy for live customer interactions across backend platforms and agent tools.

You will guide Design Leads, evolve the design system, and partner with Product and Engineering to drive roadmap alignment and high‑impact experiences in a fast-paced, high-stakes environment.