Director of Experience Design at Capital One
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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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Implementing PI planning for design
To proactively enable our teams to continue to work at scale, I implemented and led Program Incremental (PI) planning once a quarter to ensure we were focused on the highest leverage work, had the right number of resources and were able to effectively collaborate across teams. I led the effort to define, align and iterate…
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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…