Ep.28 - Inside UBS With Their CXO - Allison Paine Landers
The Experience Edge
Intro
This chapter delves into the transformation of customer experience within financial services over the past two decades. The speaker shares their personal journey and insights on enhancing client experience through a coordinated and strategic approach.
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 Bio
Allison 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 Allison
Follow us:
Jochem’s Profile - https://www.linkedin.com/in/jochemvanderveer/
Allison's Profile - https://www.linkedin.com/in/allisonpainelanders/
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