Through our exclusive interviews with heads of digital at 12 of the largest financial institutions and three top neobanks across the US, UK, and Canada, this report illuminates the biggest challenges and opportunities these executives are facing.
Digital is integral to the customer experience, and banks’ heads of digital are the lynchpin. Through our exclusive interviews with heads of digital at 12 of the largest financial institutions and three top neobanks across the US, UK, and Canada, this report will illuminate the biggest challenges and opportunities these executives are facing.
3KEY QUESTIONS THIS REPORT WILL ANSWER
What are the biggest factors shaping operating environments for heads of digital?
What are the top priorities on the agendas of heads of digital?
What challenges do heads of digital face in delivering on their top priorities?
WHAT’S IN THIS REPORT? We synthesize exclusive interviews with a dozen heads of digital at some of the largest financial institutions in the US, UK, and Canada and heads of product at three top neobanks. We glean insights into how heads of digital define their roles and their place in the organization; how trends are shaping their responsibilities; the greatest challenges heads of digital face; and the priorities they’ve set for the future.
KEY STAT: Agility is a top priority for over half (51.0%) of today’s banking executives, according to a May 2021 survey conducted by BDO. This indicates that agile, cross-functional teams will become the cornerstone of culture and long-term digital initiatives at banks in the US.
Here’s what’s in the full report
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Chief Product Officer, Head of Customer Experience and Digital
Interviewed June 28, 2021
Matt Giles
Aspiration
Head of Product
Interviewed June 8, 2021
Andy Hernández
Regions Bank
Chief Digital Officer
Interviewed June 30, 2021
Imran Khan
TD Bank Group
Head of Global Digital Experience
Interviewed June 23, 2021
Mat Mehrotra
BMO Financial Group
Chief Digital Officer
Interviewed June 2, 2021
Michelle Moore
Wells Fargo
Executive Vice President, Head of Consumer Digital
Interviewed July 15, 2021
Sathish Muthukrishnan
Ally Financial
Chief Information, Data, and Digital Officer
Interviewed July 12, 2021
Mike Naggar
Citi
Managing Director, Chief Digital Officer, US Consumer Bank
Interviewed July 14, 2021
James Smith
Nationwide Building Society
Director of Digital
Interviewed June 2, 2021
Joshua Stephens
Current
Vice President, Product Management
Interviewed May 11, 2021
Matt Turner
HSBC UK
Managing Director, Digital
Interviewed June 11, 2021
David Tyrie
Bank of America
Managing Director, Head of Digital
Interviewed June 9, 2021
Kathy Ward
Navy Federal Credit Union
Senior Vice President of Digital Channels
Interviewed June 21, 2021
Dontá Wilson
Truist
Chief Digital and Client Experience Officer
Interviewed June 25, 2021
Wesley Wright
Varo
Chief Commercial and Product Officer
Interviewed June 4, 2021
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Mobile Nonvoice Activities : Average Time Spent in the US, 2019-2023 (hrs:mins per day among population, % change and % of total time spent with major media)
Expectations of Banking Customers Worldwide vs. Priorities of Banking Executives Worldwide, Dec 2020 (% of respondents and percentage point difference)
Banking Products/Services from Nonbanking Firms in Which Banking Customers Worldwide Would be Interested, by Business Type, Nov 2020 (% of respondents in each group)
Mobile Nonvoice Activities : Average Time Spent in the US, 2019-2023 (hrs:mins per day among population, % change and % of total time spent with major media)
Expectations of Banking Customers Worldwide vs. Priorities of Banking Executives Worldwide, Dec 2020 (% of respondents and percentage point difference)
Banking Products/Services from Nonbanking Firms in Which Banking Customers Worldwide Would be Interested, by Business Type, Nov 2020 (% of respondents in each group)