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Stephen Holloway

Director Innovation, USAA Enterprise Advice Group
Stephen has held various Experience Design positions for more than 20 years, the majority of that time in Financial Services. For the past 5 years, Stephen and his team at USAA have focused on applying Behavior Design methods to research and develop experiences that improve consumer financial health.

Get to know Stephen:

Q: What do you enjoy about the work you do?
A: I love the process of discovery and ideation, because I enjoy learning new things and collaborating with people when they are solving a problem they’re passionate about.

Q: What gets you most fired up in terms of a technology, tool, trend, or advancement?
A: The data that we can access and the opportunities we find if we’ll take the time to look.

Q: What is the biggest obstacle you face in your line of work?
A: Impatience in its many forms. I truly believe the future of financial services lies in deep, consultative relationships with customers. But the traditional measures of success and value the industry has relied on (AUM, retention, Take Rates, Average Daily Balance, transaction volume, etc.) are not relationship-based. We need to establish more patient metrics; many more leading indicators. Trusted customer relationships take years to develop and nurture, and the value to the customer and the business is not easy to evaluate in the early stages when we only use the industry standard metrics.

Q: What would you tell your younger self?
A: Get really good at incremental improvement, so you can sell the vision but also show how to get there.
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