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R124179 Posted 10/07/2021

Learning & Development Manager, Instructional Design- US Card Channels

Richmond , Virginia | Las Vegas , Nevada | Tampa , Florida
  • Category Human Resources
  • Experience Manager
  • Primary Address Richmond, Virginia


West Creek 1 (12071), United States of America, Richmond, Virginia

Learning & Development Manager, Instructional Design- US Card Channels

Who we are:

We support the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them.  We help those agents and their leaders to know the best thing to say or do to help our callers.  

Why we need you:

We recognize how important having the right information at the right time is in influencing agent performance and set them up for success. We are elevating the learning and performance solutions we provide and growing our talent, capabilities, and tools.  We need folks like you who are passionate about understanding our learners' needs, analyzing data to identify gaps, designing and developing holistic performance solutions that truly drive business and performance outcomes!

What we value:

  • Curiosity: You will seek best practices and be driven to learn about our customers and innovation in the learning and development space. 

  • Collaboration: You will partner across the enterprise to balance priorities and quality and make sure agents have the information they need at the time they need it.

  • Kindness: Change is hard.  You will demonstrate empathy and optimism and effectively lead teams through change. .

  • Confidence: You will deliver significant results that will influence the experience of millions of customers.

What you will learn:

  • Our customers: You will learn about what our customers experience.  You’ll know what our agents and agent leaders need to know and how we best prepare them via training, performance support, leader coaching, and other methods. 

  • Our agents: You will learn what our agents do, how they learn, and what challenges they face.

  • Our business: You will learn about how we service customers and about our products and policies.

  • Our partners: You will partner with product, tech, risk, and line of business resources and learn how to support them.

What you will do:

  • Build a strong network with your internal customers and partner teams leveraging a variety of techniques, consulting skills, and L&D methodologies to be valued as a trusted L&D advisor. 

  • Establish a regular communication cadence with internal customers to fully understand their business strategies and learning needs, and proactively identify opportunities for integrated learning solutions.

  • Leads a team of Instructional Designers that are responsible for creating best in class learning interventions, and  leveraging development processes, instructional design methods, and reusable tools & templates.

  • Lead with heart and head, empowering team members in their work and creating a culture that is resilient in managing through change. 

  • Oversee the development of training strategies, learning experience designs, learning objectives, storyboards, and other methods that detail instructional activities to support learning objectives.

  • Partner with key stakeholders to translate performance requirements into functional learning modules.

  • Utilize proven project management practices and tools to effectively manage the full life-cycle of all learning projects.

  • Identifies and champions in internal continuous improvement efforts by offering ideas and creative solutions to improve policies, processes and tools.

  • Stay abreast of new and emerging technologies and vendor solutions to guide Designers in matching the appropriate technology to a specific learning opportunity or challenge.

  • Assess scope of business needs on an ongoing basis to ensure resource capacity on the team, and prioritization, where appropriate. 

Critical Skills:

  • Horizontal thinking: finds solutions that contribute to greater goals outside of one's own area, and uses one’s subject matter expertise to influence broadly.

  • Transformational leadership: nurtures an inclusive culture, elevates others, attracts/retains game-changers, empowers self-directed teams, shares context, removes obstacles, influences and inspires, leads through others, and possesses and leads across a broad set of skills.

  • Vision for the future: outcome-focused, works back from delighting customers/partners, optimistic and future-focused, and skillful change leader.

  • Drives breakthrough results: swings for the fences – bold invention and stop the incremental improvement, works in short iterations with a bias toward prototyping and learning, over-delivers to goals, despite external forces, makes timely, grounded decisions and takes action, and drives simplicity to ensure operational excellence, and above all, a reverence for risk management.

  • Strong strategic and tactical thinking, creative and analytical reasoning.

  • Learning agility: curiosity and aptitude to learn new things, models openness and applies learnings, and seeks insight over information.

  • Serve as subject matter expert, contributing practitioner, thought leader, career guide and mentor to teams.

  • Exceptional written and verbal communication skills.

  • Willingness to roll up sleeves and work in a highly team oriented environment.

  • Collaborative, team player attitude with the ability to navigate and influence the organization. 

  • Regularly and systematically use data to uncover opportunities, track product performance, and drive decision making.

  • Execute process improvement solutions to business problems, using data analysis, and optimization tools to support strategic process improvement plans. 

  • Basic video and audio editing skills are a strong plus.

  • Ability to learn and master new software applications quickly and thoroughly.

Basic Qualifications:

  • At least a High School Diploma,  GED, or equivalent certification

  • At least 3 years experience in instructional design or development 

  • At least 3 years experience leading and managing a group of learning professionals

  • At least 2 years experience using Microsoft Office or Google Suite

  • At least 2 years experience in instructional design methodology (ADDIE/SAM/AGILE)

  • At least 2 years experience using a variety of authoring and development tools including Articulate Storyline or Camtasia

Preferred Qualifications:

  • Bachelor's Degree or Military experience

  • 5+ years experience applying Human Performance Improvement models (HPI)

  • 5+ years leading and managing a group of learning professionals

  • 5+ years experience in instructional design or development

  • 5+ years experience using a variety of authoring and/or development tools, such as, Articulate Storyline, Camtasia

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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 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

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).

Hiring Process
Career Journey

How We Hire

We take finding great coworkers pretty seriously.

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  • Step 1 Apply

    It only takes a few minutes to complete our application and assessment.

  • Step 2 Screen and Schedule

    If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.

  • Step 3 Interview(s)

    Now’s your chance to learn about the job, show us who you are, share why you would be a great addition to the team and determine if Capital One is the place for you.

  • Step 4 Decision

    The team will discuss — if it’s a good fit for us and you, we’ll make it official!

Employees Working

How to Pick the Perfect Career Opportunity

Overwhelmed by a tough career choice? Read these tips from Devon Rollins, Senior Director of Cyber Intelligence, to help you accept the right offer with confidence.

Your wellbeing is our priority

Our benefits and total compensation package is designed for the whole person. Caring for both you and your family.

  • Healthy Body, Healthy Mind

    You have options and we have the tools to help you decide which health plans best fit your needs.

  • Save Money, Make Money

    Secure your present, plan for your future and reduce expenses along the way.

  • Time, Family and Advice

    Options for your time, opportunities for your family, and advice along the way. It’s time to BeWell.

Career Journey

Here’s how the team fits together. We’re big on growth and knowing who and how coworkers can best support you.

Career Journey
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