Principal Associate, Learning Experience Architect- Work From Home

Principal Associate, Learning Experience Architect- Work From Home

• 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, dri