Director, Product Designer - Bank Self-Servicing Design

Information Technology Senior Management Forum; New York (NY); Hybrid; USD 251,000 - 287,000; Full time

Benefits offered by this job

Performance-based incentive

Health and other benefits

Job summary

Capital One in New York, NY is seeking a senior design leader to drive AI-enabled self-servicing product design across channels. You will lead a cross-disciplinary design team, shape strategy, and align with Product and Tech leadership to scale multi-channel experiences.

The role emphasizes growing the design function, defining chatbot frameworks, and ensuring high-quality, human-centered outcomes across the organization. Hybrid on-site work is expected.

Qualifications

• Minimum 8 years of experience in a product design role.
• Minimum 3 years of experience leading design teams.
• Hybrid role: follow Capital One’s hybrid policy for required on-site presence at the designated office location.
• Work authorization: Capital One will not sponsor new applicants for employment authorization or immigration-related support.

Responsibilities

• Lead a cross-disciplinary team of designers and collaborate with research, Product and Tech leadership.
• Own design strategy for high-impact, complex projects aligned to business objectives.
• Drive expansion of AI-enabled customer assist experiences across multi-channel self-servicing.
• Grow the design function as deployments scale to multi-channel, multi-use case delivery.
• Define chatbot frameworks, conversational flows, and AI-to-human handoffs.
• Coordinate alignment across Product, Data, and Tech teams.
• Execute complex, multi-channel service design strategies.
• Elevate the design practice quality and maturity with leadership.

Skills

Team leadership

Design strategy

Conversation design

Cross-functional collaboration

Portfolio & design systems

Tools

Figma

Web technologies

Mobile technologies

Job description

Lead AI-enabled self-servicing product design and scale conversational experiences across channels.

• Team leadership: Lead a cross-disciplinary team of designers; collaborate closely with research teams and Product and Tech leadership.
• Design strategy: Own design strategy for high-impact, highly complex projects; align work to business objectives and the organization’s higher-level vision.
• AI self-servicing expansion: Drive expansion of AI-enabled customer assist experiences across multiple self-servicing channels.
• Grow the design function: Lead and grow a high-performing design team as deployments move from initial POC pilots to multi-channel, multi-use case delivery.
• Conversation design: Define chatbot frameworks, conversational flows, and AI-to-human handoffs.
• Cross-functional alignment: Coordinate alignment across Product, Data, and Tech teams.
• Service design execution: Execute complex, multi-channel service design strategies.
• Design practice maturity: Apply product design leadership expertise to elevate quality and maturity of the design practice.
• Tools and systems: Oversee and optimize use of appropriate tools, platforms, frameworks, and design systems with cross-functional partners.
• Design artifacts: Enable delivery of artifacts such as vision stories, journey maps, blueprints, high-fidelity designs, and prototypes.
• Inclusive culture: Create conditions for a positive, inclusive team environment; set a vision for an inclusive, collaborative culture where team members feel valued and heard.
• Customer and partner advocacy: Champion voices of both customers and partners.
• Market and product expertise: Bring expert knowledge of products, processes, customers, competitors, and industry trends to shape how Design engages to solve business challenges.
• Technical and data insights: Share insights on technical advances and data capabilities that can influence outcomes.
• Portfolio and platform connection: Connect dots across teams, portfolios, platforms, and LOBs to create more coherent experiences, accelerate delivery, and increase design value.
• Stakeholder communication: Present work across levels and job functions; model a strategic human-centered approach integrating design frameworks with data and research insights for senior stakeholder influence.

Requirements

• Minimum 8 years of experience in a product design role.
• Minimum 3 years of experience leading design teams.
• Hybrid role: Expected to follow Capital One’s hybrid policy for required on-site presence at the designated office location.
• Work authorization: Capital One will not sponsor new applicants for employment authorization or provide immigration-related support for this position (examples include H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, O-1, and other authorization types requiring employer support).

Technologies

• Figma
• Web technologies
• Mobile technologies

Benefits

• Eligible for performance-based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).
• Comprehensive, competitive, and inclusive set of health, financial, and other benefits supporting total well-being.

Preferred Qualifications

• Minimum 10 years of experience in a product design role.
• Minimum 5 years of experience leading design teams.
• Experience in a design toolkit spanning product design, service design, design strategy, and content design.
• Experience leading product design teams operating across UX and UI, strategy, content, and research from strategy through delivery to market.
• Experience partnering with product managers, engineers, marketing, and analytics leaders across multiple business lines to shape strategy, OKRs, roadmaps, and operating models.
• Experience working within a design system.
• Proficiency in web and mobile technologies and platforms, navigating technology considerations and constraints to drive product and experience decisions.
• Expertise with design and prototyping tools such as Figma.
• Experience managing an interdisciplinary design team.
• Proficiency in business case development, grounding product and user experience decisions to business value.
• Exceptional written and verbal communication skills.
• Exceptional interpersonal skills and relationship building across complex organizations.
• Exceptional people management and development skills.

Location

• New York, NY (Hybrid)

Salary

• USD 251,400 - 286,900 per year (New York, NY)

Additional Information

• Expected to accept applications for a minimum of 5 business days.
• No agencies please.
• Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.
• Capital One promotes a drug-free workplace.
• Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with applicable laws regarding criminal background inquiries.