Susan (Zett) Zettergren brings over 20 years of HR experience within the financial services, technology and telecommunications industries to her role as Chief People Officer at Capital One Canada. Originally joining Capital One in 2012, Zett has expertise in HR strategy, business partnering, employee relations, recruitment, change management, and M&A. In her current role, Zett leads the Canadian HR team and its functions, and serves as a member of the Senior Leadership Team. While originally based in the Portland, Oregon area with her husband, daughter, and various pets, Zett recently relocated to Toronto for her new role with Capital One Canada.
We are delighted that Susan will be speaking in Toronto as part of our Canada Summit this year. We caught up with her to find out how she’s feeling in the runup to the event.
Hi Susan, we are thrilled that you will be speaking at the Wellbeing at Work Summit Canada in October. As a leader based in the region, what are the main challenges you are facing when it comes to employee wellbeing and mental health?
Employers today are facing significant challenges when it comes to supporting employee health and wellbeing, particularly amid a growing mental health crisis in the workforce. Burnout is widespread, and when employees are in crisis, it’s critical they’re connected to the right resources and support systems to care for themselves. It’s a perfect storm–rising stress, mental health struggles, and pressure to stay productive–making it more important than ever for employers to ensure their people are supported and able to stay present and engaged at work.
What strategies have you seen developing over the past 6 months, both internally and externally, that are moving the dial on wellbeing in the workplace?
Over the past six months, and really building on momentum from the past few years, we’ve seen meaningful progress in how wellbeing is addressed both within society at large and within the broader workplace landscape. There’s been a growing normalization around conversations about mental health and wellbeing, making it easier for people to speak up, bring forward concerns, and access support. At Capital One, mental health is a key part of the overall wellbeing picture, and we’re focused on ensuring that employees not only have access to the right resources, but also know what’s available and feel empowered to use them when they need them the most.
Why is employee wellbeing so important to you personally?
At the end of the day we are all humans that go through things. There are highs and there are lows, and I’ve experienced some of both myself. I want people at work to thrive, not just survive their workplace. We spend too much of our lives at work for it to be anything less. Wellbeing is table stakes for people to thrive and do great things.
What impact is AI having in your organization and how are you managing that?
AI is already reshaping how we work, and as an organization, we’re committed to navigating this shift thoughtfully and responsibly. We know roles will evolve as AI–especially Generative AI– continues to transform the workplace, and we don’t want that change to pass us by. That wouldn’t be right for our employees or our customers. It’s especially important to support those early in their careers, helping them adjust and build confidence with these tools. We’ve also had clear policies in place for some time that outline how AI tools can and should be used responsibly, and we’ve developed an internal risk-based forum to help us assess potential risks and ensure we’re rolling out AI in a way that’s both safe and supportive.
What areas do you think employers should be focused on over the next 12 months?
Upskilling and career development are two crucial areas employers need to be focused on over the next 12 months and beyond. The world of work is transforming at an unprecedented pace, particularly with rapid adoption of generative AI and other advanced technologies that are shaping the skills employees need to succeed. A supportive workplace that focuses on upskilling and professional development helps employees feel secure, valued, and empowered to adapt to change, rather than threatened by it. Organizations need to proactively equip their people with the right tools and training so they can not only navigate but thrive in this new reality.
How has your organization been leading the way?
Part of why I love working at Capital One is because we strive to provide job-specific training, ongoing development and a strong, people-first culture. At Capital One Canada, our associates are provided the time and resources they need to learn new things, whether it be working on a certification, learning a new technical skill, or growing as a leader. We also provide all our associates – not just execs – access to career coaching, as well as mentorship opportunities that are meant to help guide associates on their journey at the company. We also offer online and in-person training through our Career Development Centre, and an annual $5,000 tuition reimbursement benefit. Something that sets us apart is what we call “Invest In Yourself Day” which is a designated monthly “no meeting” day where associates can focus solely on their professional growth. Whether that includes taking a course or meeting with a mentor, this time allows associates to better balance work with their development, which we know can be a challenge. At the end of the day, when organizations nurture talent at all levels and make development a core part of their culture, everyone wins. By investing early and often in our people, we not only help them realize their full potential, but also strengthen our organization for the challenges and opportunities ahead.
Susan will be speaking in Toronto at the Wellbeing at Work Summit Canada.
Our Toronto Summit takes place on October 21, 2025. Visit our Toronto webpage for further details and to book your tickets.
Our Calgary Summit takes place on October 23, 2025. To find out more about our Calgary Summit and book your tickets please visit our Calgary webpage.
