Breaking out from ordinary to extraordinary in CX: A discussion in Financial Services

Jenn is a passionate digital and CX leader with almost 20 years of experience across a range of industries including banking, insurance, investments, and travel.   With a foundational career at digital agencies, she worked in all facets of digital operations and brought that experience client side where she was able to drive digital and design led culture change at scale.  Her client-side experience ranges from corporate strategy, digital innovation, and experience management with accountabilities over both digital and contact center experiences.  Today she leads teams of digital product managers responsible for getting USAA members and prospects protected with USAA’s P&C insurance solutions.

As a former U.S. Army Officer, White House Fellow, and Georgetown University professor, G.A. knows the power of good leadership during times of war and peace. Since 2014, G.A. has applied his strategic mind to solving complex issues at JPMorgan Chase by evolving and improving teams in Corporate Compliance, Finance Crimes Risk, Know Your Customer (KYC) for Commercial Banking, and, since June 2020, as head of Global Client Experience (GCX).  GCX is responsible for client and employee experiences across the firm’s wholesale Treasury payments lines of business including digital platforms and wholesale lending products.