Director of Frontline Service Design & Systems

Capital One National Association; 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, guiding a portfolio of mission-critical tools used by live customer agents. You will mentor Design Leads and senior designers, refining end-to-end design strategy across the portfolio.

You will oversee the design system, ensure consistency, and collaborate with Product and Engineering to influence roadmaps.

Qualifications

• 8+ years in product design roles.
• 3+ years leading design teams.
• Experience across UX, UI, service design and strategy.
• Experience with design systems and AI-enabled features.

Responsibilities

• Manage and Grow the Team: lead Design Leads and mentors.
• Design for Complex Live-Call Workflows: create clear, reliable interfaces for dense information.
• Lead and Evolve the Design System: maintain consistency and integrate AI features.
• Partner with Product and Tech: influence roadmaps and uphold design standards.
• Set Portfolio Design Strategy: align across Card Servicing & Support.

Skills

Product design leadership

Design systems

AI-driven experiences

User-centered design

Communication

Cross-functional collaboration

Mentoring

Job description

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team, guiding a portfolio of mission-critical tools used by live customer agents. You will mentor Design Leads and senior designers, refining end-to-end design strategy across the portfolio.

You will oversee the design system, ensure consistency, and collaborate with Product and Engineering to influence roadmaps.