Ep.21 - Redefining CX in Finance: The Human Factor - Steven Smart

From redefining empathy at scale to structuring strategy around shared goals, Steven Smart brings a pragmatic and people-first approach to digital transformation in financial services. As a Digital and CX Lead at DLL, Steven shares how streamlining customer journeys—down to a handful of critical interactions—creates clarity and consistency across complex, siloed organizations.

In this episode, Steven unpacks the operational power of aligning internal priorities with customer goals, the evolving role of empathy in both design and leadership, and why frictionless experiences start with cross-functional collaboration. He also shares powerful lessons from personal journeys—both triumphant and trying—that shaped his view of what truly great customer experience looks like.

Guest Bio

Steven Smart is a digital and customer experience leader at DLL, where he has spent the past three years driving transformation through customer-centric innovation, organizational change, and strategic partnerships. With over eight years of experience reshaping customer journeys, Steven is known for aligning technology, business goals, and customer needs into cohesive, impactful solutions.

His approach blends empathy with structured problem-solving, helping teams navigate complexity while keeping the customer at the centre. Passionate about creating lasting impressions, Steven is deeply committed to guiding organisations on the path to meaningful, experience-led growth.

Chapters

00:00 Introduction to Steven Smart and his CX transformation work at DLL

03:42 Rethinking the customer journey in financial services

09:36 Balancing frictionless design with human connection

12:26 Breaking silos and aligning strategy across teams

20:34 Operationalizing empathy and embedding it into culture

28:57 One vision, one roadmap: Structuring for CX at scale

35:25 AI in CX: Augmenting, not replacing human insight

50:42 Clean data, APIs, and preparing for an AI-powered future

57:28 Personal journeys: First, worst, best, and last CX moments

01:03:01 Final reflections and Steven’s CX magic wand wish

Jochem’s Profile - ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jochemvanderveer/⁠⁠⁠⁠⁠⁠⁠

Steven Smart - ⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/steven-smart-b612b45a/