Principal Associate, Learning Experience Architect- Work From Home

Role Overview

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.

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.
• An Execution Bridge: You don't just ideate, you also deliver. You bridge the gap between strategy and day-to-day execution.
• 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.
• Consultative experience influencing stakeholders and proactively clearing obstacles.
• Experience designing and measuring the 'so what' of learning solutions.
• Experience building learning content with Articulate 360 (both Storyline and Rise), Camtasia, Snagit, and Captivate.
• Showcase an openness to diverse viewpoints and perspectives.
• Ability to work with minimal oversight.

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 Requirements

• A secure home office environment free from background noise.
• Reliable, private, password-protected internet (Cable or Fiber only; no hotspots/satellite).
• Minimum 100 Mbps download / 10 Mbps upload speed.
• Must live within 100 miles of a designated location and be able to report in person with 24 hours notice.

Note: We are unable to consider applicants living in California or beyond the 100-mile radius of designated locations.

Compensation & Benefits

The minimum and maximum full-time annual salaries for this role are $98,900 - $112,900, depending on location. This role is eligible for performance-based incentive compensation. Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits.

Capital One is an equal opportunity employer (EOE, including disability/vet).