Podcasts Technology CIONET Sofia Rodriguez-Sahagun - Head of Retail Digital Banking at BBVA - Radical Customer-Centricity

Sofia Rodriguez-Sahagun - Head of Retail Digital Banking at BBVA - Radical Customer-Centricity

Published: April 16, 2020, 7:15 a.m.

BBVA's mobile app was named best banking app by Forrester for 3 years in a row.\n\nIn this episode of Leadership Deep Dive, Hendrik Deckers talks to the two leaders who transformed the organisation culture so they could transform the customer experience in a radically human-centric and Agile way: Sof\xeda Rodriguez-Sahag\xfan, Head of Retail Digital Banking at BBVA and Rafael Lopez Gracia, Head of IT at BBVA Transformation Factory.\n\n\nTABLE OF CONTENTS\n\n01:11 - Introduction: Sof\xeda Rodriguez-Sahag\xfan, Head of Retail Digital Banking at BBVA\n02:10 - The ECOTY-nominated program: Digital factory and transformation of IT organisation\n- propagating Agile culture\n- designing and testing with customers\n- continuous improvement\n- good practices for transformation\n14:20 - Sofia's leadership style\n15:50 - BBVA's values\n16:40 - Interdisciplinary teams\n17:50 - BBVA's nearest future