Director, Product Designer - Bank Self-Servicing Design

Capital One; McLean (VA); Hybrid; USD 150,000 - 190,000; Full time

Job summary

Capital One seeks a Director of Bank Self-Servicing Design to lead a cross-disciplinary design team within the Experience Design organization. You will shape multi-channel, AI-enabled customer experiences and guide design strategy across Product, Data, and Tech leadership.

Ideal candidates will scale teams, drive cross-functional alignment, and craft chatbot frameworks and handoffs that elevate trust and efficiency in automated banking. Hybrid role.

Qualifications

• Lead high-impact, complex product design projects and set design strategy.
• Scale teams and align Product, Data and Tech across multi-channel programs.
• Champion customer voices and partner outcomes in decision making.
• Develop artifacts: vision stories, journey maps, blueprints, prototypes.

Responsibilities

• Lead a cross-disciplinary design team and collaborate with researchers and product leadership.
• Drive multi-channel design programs from concept to delivery.
• Define chatbot frameworks, conversational flows, and AI-to-human handoffs.
• Communicate design strategy to senior stakeholders and influence priorities.

Skills

Product design leadership

Cross-functional collaboration

Human-centered design

Design systems

Executive communication

Job description

Director, Product Designer - Bank Self-Servicing Design

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We're succeeding because they're succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we're on a quest to change banking for good.

We're currently seeking a Product Design Director to lead our Bank Self-Servicing Design , part of the Experience Design organization.

Ready to realize a transformative vision for AI self-servicing? As Director of Customer Assist Design within Bank Product Experience Design, you will spearhead the expansion of AI-enabled experiences across multiple self-servicing channels. As we mature beyond initial POC pilots into multi-channel, multi-use case deployments, you will lead and grow a high-performing design team while defining chatbot frameworks, conversational flows, and AI-to-human handoffs. We are seeking a design leader with a proven track record of scaling teams, driving cross-functional alignment across Product, Data, and Tech, and executing complex, multi-channel service design strategies. Help us elevate customer trust and define the future of automated banking!

The Experience Design team at Capital One is at the forefront of enriching our customers' digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you're a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we'd love to hear from you.

Role Expectations

As a Director of Bank Self-Servicing Design, you'll lead a talented, cross-disciplinary team of designers and collaborate deeply with our 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 informs the higher-level vision of the organization and aligns to business objectives.

Here are some of the expected competencies for this role:

• Product Design Expertise: Leverage established expertise and leadership in product design to elevate the quality and maturity of the design practice at Capital One. Leveraging a variety of skills across interaction, visual and service design; in collaboration with cross-functional partners, help to oversee and optimize the use of appropriate tools, platforms, frameworks and design systems and enable your team to develop artifacts that may include vision stories, journey maps, blueprints, high-fidelity designs and prototypes
• Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes your team feel valued and heard
• Human-Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations
• Business-Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges
• Problem-Solving: Share insights around technical advances and data capabilities that could influence outcomes, while helping larger teams navigate technical limitations and boundaries in service of bold technological solutions, data destinations and efficiency
• Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
• Communication: Present work across levels and job functions, modeling a strategic human-centered approach that integrates design frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results

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

This role is designated as a hybrid positio