Product Design Director, Card Servicing and Support Platform Design

About this role

Product Design Director, Card Servicing and Support Platform Design

We’re currently seeking a Product Design Director to lead our Card Servicing & Support Platform Design team, part of the Experience Design organization. 

This team is responsible for the high-complexity internal platforms and ecosystems that power our credit card servicing experiences. We focus on the "engine room" of the organization—designing the sophisticated tools, authoring environments, and governance structures that allow our internal support teams and partners to manage and create servicing experiences at scale. The team manages a diverse portfolio ranging from nascent, greenfield initiatives within new business areas for design to large-scale modern platform transformations. We use service design and systems thinking to transform backend complexity into seamless, highly intuitive solutions for both our internal users, our customer service agents, and the customers they serve.

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 on the Card Servicing & Support design team, 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.

This specific remit requires a leader who is energized by foundational building and technical orchestration, and has a genuine passion for transforming internal enterprise tools into world class experiences. 

In this role you will:

• Navigate Nascent Domains: Take the lead on defining the design strategy for high-priority, emerging business areas where the "target state" isn't yet known. You will be responsible for moving initiatives from abstract concepts to concrete platform roadmaps.

• Lead High-Complexity Product Design: Drive the design of sophisticated internal platforms—specifically focusing on tools that author workflows, govern content, and orchestrate operational tasks—built on consistent, repeatable, and scalable design foundations rather than one-off solutions.

• Standardize Complexity: You deeply understand the value of design systems in reducing technical debt and designer "swirl." You will oversee the creation of patterns that allow for high-integrity, repeatable experiences across a diverse portfolio of internal platforms.

• Lead Through Making: We are looking for a "player-coach" who remains hands-on. You will lead your team not just through management, but by prototyping, visualizing complex workflows, and learning through the act of building and testing real experiences.

• Influence Through Education: You will frequently work with partners and technical stakeholders who are new to the design process. Success in this role requires the ability to "teach" design value while simultaneously delivering high-impact solutions.

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.

Basic Qualifications: • At least 8 years of experience in product design role

• At least 3 years of experience leading design teams 

Preferred Qualifications: • At least 10 years of experience in product design role

• At least 5 years of experience leading design teams 

• Experience in a design toolkit that sp

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