S5 | 314: Design Thinking and the Customer Experience with Laurence Gonzalez, Commercial Bank at JPMorgan Chase

Digital StrategyTechnologyConversational AI

Jan 11

About the Episode

Today we’re going to talk about applying design thinking to the customer experience in order to improve processes and delivery, and provide more customer-centric products & services. To help me discuss this topic, I’d like to welcome Laurence Gonzalez, Vice President of Product Insights on the Global Client Experience team within the Commercial Bank (CB) at JPMorgan Chase (JPMC).

About Laurence Gonzalez

Laurence Gonzalez is the Vice President of Product Insights on the Global Client Experience team within the Commercial Bank (CB) at JPMorgan Chase (JPMC). In his role, he works to understand client sentiment across their end-to-end experience to serve as the voice of the customer in strategic planning and execution. His last role was in Business Transformation at JPMC, where he worked directly with the CB CEO at the intersection of strategy, fintech, and design to reimagine the fundamental business practices of the CB including the development of target state products / operating models, and orchestration of 20+ existing programs to an established “north star."

Laurence lives in New York City where he enjoys reading, exploring new neighborhoods, and participating in triathlon races. He also graduated with a double major in Finance and Business Honors from Texas A&M University.

Resources

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