Spearheaded award-winning mobile experiences: I led the development and multiple launches of the Capital One Mobile Banking App that went on to win JD Power Awards.

• Customer experience across platforms: My leadership ensured a seamless mobile and digital customer experience for key features like rewards redemption and credit card fraud reporting, across various devices and platforms.

• Data-driven approach:  Throughout the full product lifecycle, I leveraged insights from analytics, user research, and market analysis to prioritize product requirements and roadmaps.

• Measurable impact:  My focus on user experience and data-driven decisions translated into significant business results. We saw increased revenue and servicing cost savings for over 28 million monthly active users.

Skills: Product Development · Product Design · Usability Testing · User-centered Design · Customer Journey Mapping · Communication · User Experience (UX) · Design Strategy ·  Wireframing · User Stories · Product management  · Agile Delivery

Owned the US Card marketing customer journey: Oversaw the user experience (UX) for Capital One's credit card marketing, commerce and servicing website, leading a team of 20+ designers, engineers, and researchers.  My responsibilities encompassed:

• Strategic Roadmap Development: Defined the product roadmap, balancing business needs, emerging web technologies, and customer requirements.

• Seamless User Experience: Designed and delivered an exceptional experience for both existing and prospective customers across the acquisition and servicing journey. This resulted in a significant impact, contributing to 8M+ new accounts and $2B+ in annual revenue for the US credit card digital acquisition experience on capitalone.com.

• Data-Driven Optimization: Established an A/B testing framework, enabling continuous improvement and the validation of new features before full-scale rollout.

• Human-Centered Design: Employed design thinking methodologies to understand customer needs, identify opportunities, and iterate rapidly through prototypes.

Skills: Product Development · Product Design · Usability Testing · User-centered Design · Communication · User Experience (UX) · Design Strategy ·  Wireframing · User Stories · User Experience (UX)  · Product management  · Agile delivery ·  Stakeholder management

Owned strategic vision for the messaging design system: I led the development and implementation of a comprehensive messaging design system. This system, built on the principles of easy adoption and user-centricity, empowers internal associates to create consistent, high-quality experiences for our customers. 

I played a key role in:

• Championed User-Centric Messaging: Defined and documented core messaging patterns and best practices.

• Scaling governance: Developed a robust governance process for system maintenance and evolution.

• Widespread adoption: Evangelized the system through workshops and training programs, driving widespread adoption among internal teams.

• Competitor & Industry Analysis: Examined competitor campaigns and industry reports to identify best practices and potential pitfalls.

• User Research & A/B Testing: Gathered user insights and optimized design elements through A/B testing for maximum impact.

• Accessibility & Responsive Design: Prioritized email accessibility and ensured responsive design for a flawless user experience across devices.

Skills: Omni-channel · Design System Management · Self Service Tools · Product Design · Usability Testing · User-centered Design · Communication · User Experience (UX) · Design Strategy ·  Wireframing · Documentation · User Experience (UX)  · Product management  ·  Stakeholder management