A machine learning career built by customer care

The first thing Afua learned about machine learning didn’t come from a textbook—it came from a headset. In 2011, Afua’s workday was defined by the rhythm of incoming calls as a customer care associate. In her early days at Capital One, she was unknowingly learning the most critical data point for any future algorithm: how to identify a problem and bridge the gap to a solution.

Today, she sits on the Chief of Staff team for Capital One’s Machine Learning Experience organization, where she applies that same deep empathy for customers to drive strategic initiatives that ensure AI solutions are built responsibly and at scale. 

Her 15-year journey is a defining example of career-launching internal mobility. Proving that at Capital One, your starting point doesn’t define your destination—your curiosity does.

How customer care fuels a long-term career

Afua stepped into her first role out of college with a clear mission: to listen and learn. From day one, she saw how working in customer care gave her an irreplaceable perspective on customer needs and business operations.

“I made such important connections around the company as a customer care associate,” Afua says. “I wasn't just solving problems for customers. I was learning the heartbeat of the business. I started helping people wherever I could, getting to know different teams, and networking. That exposure laid the foundation for everything that came next.”

Afua became an expert at identifying unmet needs—what she calls filling the gaps. This proactive mindset led her to be tapped for back-office work, eventually moving into diverse roles within Process, Operations and Risk.

Transitioning into a tech role without a computer science degree

As Afua’s interests shifted toward the technical side of the business, she realized she wanted to be where the most complex problems were being solved. However, she didn’t have a traditional tech background. What she did have was a company that viewed her non-linear experience as a superpower.

“I saw where the industry was moving, and I wanted to be part of the engine driving it,” Afua explains. “Capital One didn’t just allow me to pivot. It provided the infrastructure to make it happen.”

To bridge the gap into tech, Afua leveraged Capital One’s robust upskilling ecosystem. She leaned into internal learning platforms to earn her PMP (Project Management Professional) and AWS Cloud Practitioner certifications. Capital One provided the certification resources and dedicated study time, allowing her to gain technical credentials while staying embedded in her role. When an opportunity to translate her experience into a role within Tech opened up, she was ready.

“By the time I transitioned into Machine Learning, I wasn’t just a project manager—I was a leader who understood the customer’s pain points and the technical complexity required to solve them,” she says.

Fostering community and mentorship in the tech industry

For Afua, “filling gaps” isn’t just a job description—it’s her personal brand. Today, she balances her impactful work in AI with a deep commitment to making sure the next generation of leaders has a clearer path than she did.

She co-leads a peer mentorship program specifically designed to help underrepresented groups find their voices in tech. “When I started at Capital One, I was nervous and I didn’t have much confidence," Afua says. "Through this mentorship program, we help mentees learn how to speak up for themselves, take their careers into their own hands and be accountable for their growth.”

That drive to help others extends across the globe. Inspired by a lack of access to books she saw during family visits to Ghana, Afua founded a nonprofit to send libraries to children in the region. The culture of support she found at work followed her home. When she launched the project, a Capital One leader from a completely different team mailed a box of books directly to her doorstep.

Exploring long-term career growth and mobility at Capital One

From Afua’s first day on the phone to her current role shaping the future of Machine Learning, her path shows that when you have the drive to learn, Capital One has the infrastructure to meet you there.

“One of the things that I love about Capital One is the opportunity to learn and try something new,” Afua says. “The options are limitless, and you always have the opportunity to pivot. There is an opportunity for you to jump in and create the career you want.”

Ready to engineer your own career growth? Explore open roles at Capital One today.