Frontline Design Director: Live-Call UX & Systems

Capital One; Richmond (VA); On-site; USD 210,000 - 239,000; 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 in Richmond, VA. You will oversee design strategy, mentor Design Leads, and shape critical, high-density interfaces used by thousands of agents during live calls.

You will champion an inclusive, collaborative culture, evolve the design system, and partner with Product and Engineering to drive roadmaps while ensuring consistency across platforms

Qualifications

• At least 8 years of experience in product design.
• At least 3 years leading design teams.
• At least 10 years in product design (preferred).
• At least 5 years leading design teams (preferred).
• Experience with design systems and cross-functional collaboration.

Responsibilities

• Manage and Grow the Team: Lead a sizable team through Design Leads and senior designers.
• Design for Complex Live-Call Workflows: Build clear interfaces for fast-paced live calls.
• Lead and Evolve the Design System: Oversee the system with AI-enabled patterns.
• Partner with Product and Tech: Influence roadmaps and maintain design standards.
• Set Portfolio Design Strategy: Align across Card Servicing & Support portfolio.

Skills

Product design leadership

Leadership

Human-centered design

Business-focused

Problem-solving

Collaboration

Communication

Education

Bachelor's degree in a related field

10+ years in product design (preferred)

Tools

Figma

Design systems

Job description

Capital One is seeking a Product Design Director to lead the Frontline Servicing Experiences design team within the Card Servicing & Support portfolio in Richmond, VA. You will oversee design strategy, mentor Design Leads, and shape critical, high-density interfaces used by thousands of agents during live calls.

You will champion an inclusive, collaborative culture, evolve the design system, and partner with Product and Engineering to drive roadmaps while ensuring consistency across platforms