Jenny Watkins has worked with some of the world’s most admired companies, driving cultural transformation in customer experience and digital innovation. She worked for America’s largest mortgage provider at the height of the financial crisis, which spawned the need for better customer experiences. She then designed and conceived a customer experience roadmap for 8 million customers, utilizing innovation tools and customer journey maps. Following that Jenny moved to Paris, bringing her expertise in best-in-class digital transformation to architect a global innovation roadmap and platform for AXA’s 52 entities. She brought innovation methodologies (design thinking, prototyping, MVP) to the forefront of financial services companies, provoking the disruption of Business as Usual. Jenny’s expertise lies in designing where no roadmap exists. Jenny was most recently the Global Head of Innovation for the AXA Group in Paris and prior to that, lived in New York serving as Vice President for Customer Experience at Wells Fargo, one of the largest banks in the USA. She has lived in and spent considerable time in Silicon Valley and currently consults with senior executives wanting to develop their own transformation and innovation roadmaps. With over 15 years experience, Jenny is a frequently requested speaker on customer experience and innovation trends in financial services. She has lived and worked in the US, Asia and Europe and has an MBA from INSEAD.