Director of Experience Design at Capital One
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Scaling email marketing to increase loan originations
Email as a channel was showing a lot of success with customers and the strategic decision was made to increase email volume. I led the effort to fund a new pod and draft a new process leveraging design thinking. The increased email volume as a result of the new process and the additional pods resulted…
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Tearing down silos to eliminate arbitrary uniqueness
Over time, Capital One had launched multiple consumer and dealer facing products. The products were created by different teams operating fairly siloed. The lack of consistency was beginning to hinder our ability to scale our efforts. I led an initiative to eliminate arbitrary uniqueness across 10 work streams by unifying the code base and design…
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Leveraging AI to personalize customer experiences
The Auto Navigator product and marketing teams had been challenged to provide a more personalized experience to customers to increase engagement and conversion. There were multiple streams of experimentation work by multiple teams happening at once to determine how to best take on this challenge. Over a few months, the teams had individually gained learnings…
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Bringing Warranty Online
As the #1 Builder in America, the volume of warranty requests submitted every day was quickly becoming unmanageable using the outdated systems and methods in place. Legacy Warranty Form The Problem to Solve When a warranty request was submitted or a customer complained on social media, everything about the process was manual. There was no…
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The Relaunch of DRHorton.com
D.R. Horton is the #1 homebuilder by volume in the America. The relaunch of DRHorton.com was the first large scale project for the digital marketing department and the first project for the company with any emphasis on UX that would be public facing. As the experience design lead for this initiative, I was honored to…