Director Of Client Experience Jobs in Richmond, VA

• Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
  • 23060 (Richmond, VA)
  • 23320 (Chesapeake, VA)
  • 33634 (Tampa, FL)
  • 89144 (Las Vegas, NV)
  • 19801 (Wilmington, DE)
  • 85029 (Phoenix, AZ)
  • 84120 (Lake Park, UT)
  • 43213 (Whitehall, OH)

Are you ready to move beyond standard content creation and lead the design of learning strategies that fundamentally shift business outcomes? Capital One’s Card Shared Services Learning & Knowledge Management team is looking for a Principal Associate, Learning Design, who is eager to act as a lead learning design architect for Card Servicing associates.

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions.

In this role, you’ll do much more than build individual assets: you’ll partner with business leaders and subject matter experts to translate complex challenges into cohesive, multi-modal learning journeys and experiences. As a Principal Associate, you’ll own the full lifecycle of your projects, ensuring that every deliverable is not only accessible, high-quality, and intuitive, but also a catalyst for real performance change. If you’re both a learning strategist and builder who thrives on bridging the gap between vision and execution, navigating ambiguity, mentoring peers, and helping define the next generation of our learning brand, we would love to hear from you.

What You’ll Do

• Learning Strategy & Architecture: Act as a lead learning architect, designing cohesive journeys that align with Card Servicing goals. Conduct needs analyses, navigate complex stakeholder requirements, and apply learning science to translate business challenges into high-impact, multi-modal learning strategies that solve for performance gaps.
• Learning Deliverable Development: When needed, develop high-quality, high impact learning assets across various modalities that translate difficult concepts into clear, actionable content. Ensure every deliverable meets a high bar for branding, accessibility, and modern UX/UI design.
• Project Management & Execution: Partner with Learning Design managers, Instructional Designers, and business project owners to align stakeholders, maintain momentum, and ensure key milestones are achieved. Proactively track progress and flag potential risks early to enable collaborative problem-solving and ensure deliverables remain high-quality and on-schedule.
• Learning Design Improvement & Innovation: Contribute to the broader team by leading design excellence routines and identifying opportunities to refine current processes. Partner with Learning Managers to develop new templates, tools, and standards. Share technical expertise and design best practices, helping to elevate the team’s collective craft.

Who You Are

• A Design Architect: You see the big picture of a learning journey. You’re not just building individual learning deliverables, you’re mapping cohesive strategies and experiences that solve performance gaps and align to business goals.
• A Champion of Quality: You care about the details. Whether it’s accessibility, branding, or user experience, you hold a high bar for every learning deliverable. You understand that quality is a direct driver of behavior change and improved performance; by consistently delivering excellence, we build a respected, credible brand across the business.
• An Execution Bridge: You don’t just ideate, you also deliver. You bridge the gap between strategy and day-to-day execution, helping to align stakeholders, maintain project momentum, and clear obstacles proactively to get the work done.
• A Self-Starter: You are comfortable taking the lead, driving projects independently, and navigating ambiguity to deliver results.

Here’s What You Need to Be Successful

• Deep proficiency in learning design, with a proven ability to translate complex business challenges into cohesive, multimodal learning solutions that drive performance.
• Consultative experience influencing stakeholders and proactively clearing obstacles to drive alignment across key project contributors.
• Experience designing and measuring the ‘so what’ of learning solutions, with an ability to iterate and improve design based on performance data and feedback.
• Experience building learning content with Articulate 360 (both Storyline and Rise), Camtasia, Snagit, and Captivate.
• Showcase an openness to diverse viewpoints and perspectives to drive consensus on solutions that align with the organization’s standardization efforts.
• Ability to work with minimal oversight, delivering high-quality results on-time without compromising quality.

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in learning data and reporting
• At least 2 years experience in instructional design methodology such as ADDIE, SAM, or AGILE
• At least 2 years experience in Adobe Creative Suite applications such as InDesign, Illustrator, Photoshop, Acrobat, Articulate 360, Captivate, Snagit, etc.
• At least 2 years of experience in project management

Preferred Qualifications

• Bachelor's Degree or military experience
• 3+ years of experience in learning or performance consulting for an Operations organization
• 3+ years in project management, process management or program delivery

Work from Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
  • A private network that is password protected where you have ownership or line of sight to every device on the network
  • Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • Associates should maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider.
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

• Candidates must live within 100 miles from their designated location, as determined by the line of business, and be able to report in person with at least 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.

If you are unable to maintain network-compatible internet access or living requirements, Capital One reserves the right to rescind this offer.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

• Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.
  • 23060 (Richmond, VA)
  • 23320 (Chesapeake, VA)
  • 33634 (Tampa, FL)
  • 89144 (Las Vegas, NV)
  • 19801 (Wilmington, DE)
  • 85029 (Phoenix, AZ)
  • 84120 (Lake Park, UT)
  • 43213 (Whitehall, OH)

Are you ready to move beyond standard content creation and lead the design of learning strategies that fundamentally shift business outcomes? Capital One’s Card Shared Services Learning & Knowledge Management team is looking for a Principal Associate, Learning Design, who is eager to act as a lead learning design architect for Card Servicing associates.

Capital One’s Card Shared Services: Learning & Knowledge (L&K) team ensures that customer service agents and their leaders have the knowledge and skills to help our agents solve problems for millions of customers. We’re a team of learning, knowledge, technology, and data experts who are passionate about enabling agent performance through innovative skill development and content solutions.

In this role, you’ll do much more than build individual assets: you’ll partner with business leaders and subject matter experts to translate complex challenges into cohesive, multi-modal learning journeys and experiences. As a Principal Associate, you’ll own the full lifecycle of your projects, ensuring that every deliverable is not only accessible, high-quality, and intuitive, but also a catalyst for real performance change. If you’re both a learning strategist and builder who thrives on bridging the gap between vision and execution, navigating ambiguity, mentoring peers, and helping define the next generation of our learning brand, we would love to hear from you.

What You’ll Do

• Learning Strategy & Architecture: Act as a lead learning architect, designing cohesive journeys that align with Card Servicing goals. Conduct needs analyses, navigate complex stakeholder requirements, and apply learning science to translate business challenges into high-impact, multi-modal learning strategies that solve for performance gaps.
• Learning Deliverable Development: When needed, develop high-quality, high impact learning assets across various modalities that translate difficult concepts into clear, actionable content. Ensure every deliverable meets a high bar for branding, accessibility, and modern UX/UI design.
• Project Management & Execution: Partner with Learning Design managers, Instructional Designers, and business project owners to align stakeholders, maintain momentum, and ensure key milestones are achieved. Proactively track progress and flag potential risks early to enable collaborative problem-solving and ensure deliverables remain high-quality and on-schedule.
• Learning Design Improvement & Innovation: Contribute to the broader team by leading design excellence routines and identifying opportunities to refine current processes. Partner with Learning Managers to develop new templates, tools, and standards. Share technical expertise and design best practices, helping to elevate the team’s collective craft.

Who You Are

• A Design Architect: You see the big picture of a learning journey. You’re not just building individual learning deliverables, you’re mapping cohesive strategies and experiences that solve performance gaps and align to business goals.
• A Champion of Quality: You care about the details. Whether it’s accessibility, branding, or user experience, you hold a high bar for every learning deliverable. You understand that quality is a direct driver of behavior change and improved performance; by consistently delivering excellence, we build a respected, credible brand across the business.
• An Execution Bridge: You don’t just ideate, you also deliver. You bridge the gap between strategy and day-to-day execution, helping to align stakeholders, maintain project momentum, and clear obstacles proactively to get the work done.
• A Self-Starter: You are comfortable taking the lead, driving projects independently, and navigating ambiguity to deliver results.

Here’s What You Need to Be Successful

• Deep proficiency in learning design, with a proven ability to translate complex business challenges into cohesive, multimodal learning solutions that drive performance.
• Consultative experience influencing stakeholders and proactively clearing obstacles to drive alignment across key project contributors.
• Experience designing and measuring the ‘so what’ of learning solutions, with an ability to iterate and improve design based on performance data and feedback.
• Experience building learning content with Articulate 360 (both Storyline and Rise), Camtasia, Snagit, and Captivate.
• Showcase an openness to diverse viewpoints and perspectives to drive consensus on solutions that align with the organization’s standardization efforts.
• Ability to work with minimal oversight, delivering high-quality results on-time without compromising quality.

Basic Qualifications

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience in learning data and reporting
• At least 2 years experience in instructional design methodology such as ADDIE, SAM, or AGILE
• At least 2 years experience in Adobe Creative Suite applications such as InDesign, Illustrator, Photoshop, Acrobat, Articulate 360, Captivate, Snagit, etc.
• At least 2 years of experience in project management

Preferred Qualifications

• Bachelor's Degree or military experience
• 3+ years of experience in learning or performance consulting for an Operations organization
• 3+ years in project management, process management or program delivery

Work from Home Technology Requirements:

• A secure home office environment that is free from background noise and distractions
• A reliable private internet connection that is not supplied via cellular data or hotspot
  • A private network that is password protected where you have ownership or line of sight to every device on the network
  • Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • Associates should maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider.
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFI internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

• Candidates must live within 100 miles from their designated location, as determined by the line of business, and be able to report in person with at least 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.

If you are unable to maintain network-compatible internet access or living requirements, Capital One reserves the right to rescind this offer.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

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