National level influence ✔
Project & stakeholder management ✔
Accessibility & customer experience strategy ✔
Project & stakeholder management ✔
Accessibility & customer experience strategy ✔
✔ Multi-team leadership
✔ Ownership from concept to delivery
✔ Ownership from concept to delivery
Context:
Capital One (EMEA) operates in the UK credit card market and is recognized for its leadership in customer accessibility. Globally, accessibility was a growing brand priority — but UK regulations and consumer needs required a tailored approach that addressed local vulnerabilities in financial services.
The Challenge:
Industry-wide accessibility standards existed, but they were broad and failed to address the real, lived challenges of vulnerable UK customers managing their finances. There was no clear framework for how teams — internally or externally — could apply accessibility principles in a consistent, customer-centric way.
Solution:
I led a cross-functional initiative to translate Capital One’s global accessibility vision into a localized UK program.
- Leadership: Directed a multi-disciplinary team of copywriters, designers, and subject matter experts.
- Creative Strategy: Developed content assets — from illustrations and workshops to animated explainer videos — that simplified complex topics for internal and external audiences.
- Scalable Toolkit: Created a “Vulnerability Kit” to ensure every department could embed accessibility into everyday decision-making.
- Creative Strategy: Developed content assets — from illustrations and workshops to animated explainer videos — that simplified complex topics for internal and external audiences.
- Scalable Toolkit: Created a “Vulnerability Kit” to ensure every department could embed accessibility into everyday decision-making.
Impact
- Shared externally at national conferences, shaping broader industry conversations on accessibility.
- Influenced dialogue with the UK’s Financial Conduct Authority (FCA) on potential future regulations.
- Equipped Capital One teams with a repeatable, localized framework to apply global accessibility commitments in practical, customer-facing ways.
- Influenced dialogue with the UK’s Financial Conduct Authority (FCA) on potential future regulations.
- Equipped Capital One teams with a repeatable, localized framework to apply global accessibility commitments in practical, customer-facing ways.
