In this episode of The Experience Edge, Jochem van der Veer speaks with Allison Paine Landers, CXO for Banking and Lending at UBS and a recognized leader in the FinTech Top 100 Women list. With a deep foundation built across financial giants like Prudential and Wells Fargo, Allison brings a sophisticated perspective on customer and employee experience transformation. From her roots in marketing and operations to steering global CX initiatives, she illustrates how a nuanced, journey-centric approach can redefine service delivery at scale.Allison dives into the challenges and rewards of integrating customer experience within legacy financial institutions. She offers tactical insights into orchestrating cross-functional teams, aligning product and journey ownership, and building robust testing mechanisms to validate real improvements. Whether launching new banking capabilities or enhancing existing ones, her methodology revolves around deep listening, data-driven prioritization, and adaptive design - all anchored in a firm commitment to measurable business outcomes.Guest BioAllison Paine Landers is the Chief Experience Officer for Banking and Lending at UBS. A seasoned leader in customer and employee experience, Allison has over two decades of expertise in financial services. Her past leadership roles include spearheading CX transformations at Prudential and Wells Fargo, where she architected journey-centric practices from the ground up. She has been named to the FinTech Top 100 Women for two consecutive years, reflecting her industry influence and innovation. Known for her strategic clarity and operational pragmatism, Allison is passionate about designing experiences that are not only user-centric but also commercially impactful.Chapters 00:00 Welcome and Guest Introduction 01:29 Evolution of CX in Financial Services 03:49 The Role of CX Teams: Ownership vs. Influence 06:10 Organizational Design for CX Impact 07:30 Standing Up Journey Practices at Prudential 10:31 Journey-Centric vs. Product-Centric Models 12:27 Structuring CX at UBS 15:19 Future-State Journey Mapping 17:30 Differentiating UBS Through High-Touch and Digital 20:26 Journey Ownership and Accountability 24:19 Redesigning Financial Services Organizations 27:38 Common Patterns in Journey Management 30:01 Delivering Tangible Business Value 34:55 Designing the Right Solution, Not Just Fixing Problems 37:31 Implementing UX Testing and Real-Time Panels 40:43 Balancing Pilots and Panels for Rollouts 43:44 Misunderstood Challenges in Journey Management 47:45 Proving ROI Beyond CX Scores 51:20 Amplifying Business Value Through Horizontal CX Views 55:38 Using AI to Accelerate Insight Generation 58:00 Blending Context with AI in Journey Analytics 01:00:17 Integrating Business Performance into Journeys 01:01:58 Translating Journeys for Enterprise-Wide Understanding 01:04:58 Final Thoughts and Where to Find AllisonFollow us:Jochem’s Profile - https://www.linkedin.com/in/jochemvanderveer/Allison's Profile - https://www.linkedin.com/in/allisonpainelanders/

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