Senior Director, Product Design, Agent Servicing Platforms

Senior Director, Product Design, Agent Servicing Platforms

R2433R24336262

We are seeking a Senior Director of Product Design to lead our Agent Servicing Platform design team within the Card Servicing organization. This team is responsible for the mission-critical platform and software ecosystem used by thousands of customer service agents during live customer interactions.

The Experience Design team at [REDACTED] 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 [REDACTED] 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

In this role, you will lead the end-to-end design strategy for the ecosystem that powers our credit card servicing organization—from the assistive tools frontline agents use on live customer calls to the behind-the-scenes platforms that optimize workforce operations and policy authoring. You will lead and scale a multi-team design organization tackling some of our most complex, information-dense challenges: evolving our live agent workspace into a conversational, AI-driven platform, stewarding our core internal design system, and bringing clarity to nascent operational processes across the servicing business. This is a high-visibility leadership role for a player-coach who excels at translating abstract business strategy into consumer-grade user experiences—driving operational efficiency and elevating internal tooling where it impacts the customer experience most. Specifically…