Lead, Frontline Learning Experience Design (Hybrid)

ITSMF; Richmond (VA); Hybrid; USD 122,000 - 139,000; Full time

Job summary

Capital One’s Learning Experience Design team is seeking a Manager to lead a diverse group of instructional designers and creative specialists. You will guide strategic and tactical initiatives to transform frontline learning into experiential, in-the-flow-of-work experiences, leveraging AI and modern learning science.

The role emphasizes coaching, agile delivery, and data-driven decisions to improve agent performance and operational KPIs across call center and back-office teams.

Qualifications

• Bachelor’s Degree or military experience.
• 3+ years of experience leading and managing people.
• 4+ years of experience in instructional design and development.
• 3+ years of experience in project management or cross-functional program management.
• 3+ years of experience in stakeholder management or internal client consulting.

Responsibilities

• Lead a team of Instructional Designers and creative specialists.
• Coach and develop talent in agile instructional design practices.
• Consult on learning strategy with operational leaders and L&D peers.
• Design for frontline impact using adult learning science and human-centered design.
• Deliver continuous improvement by monitoring learning metrics and frontline performance.

Skills

Instructional design

Leadership

Agile methodologies

Stakeholder management

AI tools integration

Education

Bachelor’s Degree

Job description

Capital One’s Learning Experience Design team is seeking a Manager to lead a diverse group of instructional designers and creative specialists. You will guide strategic and tactical initiatives to transform frontline learning into experiential, in-the-flow-of-work experiences, leveraging AI and modern learning science.

The role emphasizes coaching, agile delivery, and data-driven decisions to improve agent performance and operational KPIs across call center and back-office teams.