Senior Director, AI-Driven Agent Servicing Design

ITSMF; McLean (VA); Hybrid; USD 270,000 - 308,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Job summary

Capital One is seeking a Senior Director of Product Design to lead the Agent Servicing Platform design team within the Card Servicing organization. You will govern a multi-team design organization, evolving live agent tools into AI-assisted workflows and stewarding our internal design system.

This leadership role demands turning business strategy into consumer-grade experiences that drive efficiency and customer satisfaction.

Qualifications

• At least 10 years of experience in leading product design teams.
• At least 3 years managing managers.

Responsibilities

• Direct the overall UX strategy, architecture, and design execution across frontline servicing platforms and internal tools.
• Oversee transformation of live-servicing tools into intelligent AI co-pilots.
• Lead the evolution and governance of the internal design system and component library.
• Design end-to-end internal platforms for content governance and workforce management.
• Mentor and scale a high-performing team of designers and design leads.

Skills

Product Design

Leadership

Human-Centered

Business-Focused

Problem-Solving

Collaboration

Communication

Tools

Figma

Job description

Capital One is seeking a Senior Director of Product Design to lead the Agent Servicing Platform design team within the Card Servicing organization. You will govern a multi-team design organization, evolving live agent tools into AI-assisted workflows and stewarding our internal design system.

This leadership role demands turning business strategy into consumer-grade experiences that drive efficiency and customer satisfaction.