142. Martta Oliveira, CPO @ Cofidis: Improving Customer Experience with Design Thinking

This episode’s guest is Martta Oliveira, Chief Product Officer at Cofidis Portugal. With the host, André Marquet, they discuss the challenges and importance of customer-centricity in the financial services industry. She highlights the wide range of customer experience in the industry and the need for financial institutions to focus on the customer. Martta shares how Cofidis Portugal has implemented customer-centric practices, such as improving the loan application process, resulting in higher NPS and reduced customer contacts. She emphasizes the need for buy-in from top leadership and the integration of design thinking into operational processes. Martta also discusses the future of Cofidis Portugal, including diversifying its business models and having a deeper impact on customer's lives. This episode's topics: - Martta's Background in design and service design - Challenges of the financial service industry and new changes - Why customer-centricity is essential in financial services? - Visions for Cofidis projects and how they were achieved - How does design thinking bring value into the operation process - Empowering teams and encouraging innovations - Higher purpose in business and the power of collective Where to find Martta: LinkedIn: https://www.linkedin.com/in/marttamo/ Where to find us: Website: https://productized.co/ Newsletter: http://bit.ly/3aMvWn2 LinkedIn: https://www.linkedin.com/school/productized Instagram: https://www.instagram.com/productized.co/ Where to find André: LinkedIn: https://www.linkedin.com/in/marquet/