Graham grew up in Atlanta enthralled by music, and it was a passion that dictated where he went to college. Attending Georgia Tech meant he could still play in his band—and the group eventually signed a record deal. After a brief tour and break from the classroom, Graham went back to finish school—right around the time a friend suggested he apply to Capital One.
Graham studies customer needs as much as the numbers behind them—meaning he collects lots of internal feedback during the day. His teammates have great insights and direct customer testimonies, and Graham also incorporates objective numbers to identify each pain point. Then, his reports help make sure future iterations properly address any given challenge.