Role: Head of Program, managing partnership development, customer experience needs for each nonprofit organization, develop strategy, engagement framework, research plans, social impact metrics framework
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The Capital One Experience Design for Good (pro bono) program partners associate teams with nonprofit and civic partners across the country to provide service design support, creating meaningful outcomes and connections for each other, our partners, and communities.
The program is built with an experience minded approach incorporating three engagement tiers for associate and partner organization participation. This engagement framework provides a successful service model, with detailed blueprints (below) that provides a roadmap for enhanced collaboration amongst associate team members and internal/external partners; while also contributing the maximum impact and service design deliverables across both parties.
In the last year, the collective impact of this program has contributed over $235,000 in direct impact to non-profits within Capital One’s design footprint. This work provided organizations new approaches, methods, and tools needed to craft better experiences for their clients and customers. It also provided meaningful community-based relationships leading to joint learnings that often benefit development of Capital One’s own products and services.
The program framework consists of three engagement types:
Design Office Hours - smaller workshop engagements conducted in collaboration with nonprofits, other teams within Capital One, and partner companies to provide expertise on our Experience Design service offerings
Design-a-thons - a full day of collaboration and creative problem solving between designers and community organizations. These engagements offer associates a chance for fast collaboration, quick making, and bold strategic thinking towards a purposeful outcome.
Design Residency - a long-term, skill-based program providing internal teams of selected associates the opportunity to work directly with key national nonprofit partners focused on financial and economic mobility.
Program outcomes create positive associate, partner, community, and customer touch points through company mission and CSR brand storyline, while contributing to large scale social good initiatives across the country.