In the second episode of our commercial banking takeover, Jennifer Wilson, former Chief Digital Officer at Western Alliance Bank, shares how commercial banking teams can use UX and digital strategy to drive measurable acquisition and retention. Guest host Alex Jimenez guides a conversation on design thinking, reducing friction, and what real transformation looks like when banks focus on customer needs instead of internal assumptions.
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Timestamps
(00:00) – Welcome to the “Banking Reinvented” commercial banking takeover
(00:54) – What commercial banks overlook when designing digital experiences
(04:54) – Biggest friction in the commercial customer lifecycle
(06:23) – The most broken part of the commercial banking journey
(07:37) – The boldest digital transformation bets that pay off
(10:16) – Getting risk teams involved from the start
(12:43) – Using design thinking to shape products and services
(14:54) – What real digital transformation looks like
(16:58) – When digital strategy gets stuck in the middle
(20:10) – Balancing innovation with risk management
(22:18) – Using AI to personalize and bring humanity back to tech
(27:46) – What’s next on the AI horizon for commercial banks
(31:09) – The mindset shift to unlock growth mode
(33:21) – Key takeaways
(34:19) – Episode wrap-up
