Beth Roth

About Beth Roth

I\'m currently leading the Agent Servicing Evolution workstream at Capital One—basically, redesigning how thousands of associates serve customers using GenAI.From foundational research to future-state visioning to cross-org alignment, my work spans strategy, delivery, and everything in between. I’ve helped shape multi-year roadmaps, simplify fragmented systems, and design with purpose at scale. Along the way, I\'ve earned the trust of executive leaders. The CEO called my work \'jaw-dropping\' and \'game-changing,\' which was incredible to hear.I take big, abstract ideas about AI and turn them into funded projects with clear roadmaps. The secret? Helping everyone—from executives to engineers—see the same vision and understand why it matters. When people get the \"why,\" securing resources and building multi-year plans becomes a lot easier. I\'m obsessed with getting to root problems, not just slapping bandaids on symptoms. I coach my team to ask \"why is this actually a problem?\" until we find what really needs fixing. This takes longer upfront, but it means we build the right thing—solutions that scale and don\'t create more tech debt down the road. I\'ve built my team around psychological safety and high standards—two things that sound contradictory but actually work together. My direct reports take on ambiguous challenges, make smart trade-offs between shipping now and building for the future, and several are on track for promotions. That\'s the metric I\'m proudest of. Find me at AI Summit NYC on December 11th! I\'ll be speaking about building human-centered AI products that people actually trust. If you\'re navigating similar challenges—how to scale AI without losing the human touch—I\'d love to connect.

Experience

1. Senior Design Manager, Us Card Agent Servicing Evolution

   Capital One

   Jan 2025 — Present

   Leading the Agent Servicing Evolution workstream—evolving our legacy servicing application into a GenAI-powered tool that transforms how thousands of associates support customers.• Turned abstract vision into a funded reality by creating the core strategic narrative and scalable planning frameworks that drove organization-wide alignment. This work directly enabled one product partner to secure dedicated tech teams and another to build her entire 2025 strategic roadmap.• Brought clarity to an ambiguous portfolio by pushing the team to adopt a data-driven, test-and-learn approach—scaling a 15-second AHT win to thousands of agents, establishing foundational strategies for context and notifications, and empowering the team to own the design lifecycle while advancing our destination-state vision.• Elevated problem-solving standards by coaching the team to identify root causes rather than surface requests. This approach prevents short-term fixes, mitigates future tech debt, and consistently secures partner alignment to invest in scalable, comprehensive solutions from the start.• Built a resilient, high-performing team through tailored growth opportunities and coaching through complex strategic roadblocks. Direct reports now navigate ambiguity autonomously and balance near-term execution with long-term vision, as validated by promotion-track growth and senior leader recognition.• Transformed team operations with foundational systems (charter, rituals) that foster psychological safety and elevate craft, shifting from tactical execution to systematic empowerment.• Created vision videos featured by the President of Card in a keynote to associates, establishing the servicing platform as a strategic narrative for the organization.

Education

• Temple University

  Tyler School of Art, Bachelor of Fine Art, Graphic & Interactive Design

• Harvard Business School

  Disruptive Strategy with Clayton Christensen (6-week course)

Skills

• User Experience
• Jquery
• Art Direction
• Css3
• User Interface Design
• Interaction Design
• Photography
• Indesign
• Adobe Creative Suite
• Responsive Web Design
• Web Design
• Illustrator
• User Experience Testing
• Logo Design
• Graphic Design
• User Experience Design
• Information Architecture
• Html
• Adobe Illustrator
• Typography
• Creative Direction
• Illustration
• Css