Sofía Rodriguez-Sahagún - Head of Retail Digital Banking at BBVA - Radical Customer-Centricity CIONET

BBVA's mobile app was named best banking app by Forrester for 3 years in a row.

In 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: Sofía Rodriguez-Sahagún, Head of Retail Digital Banking at BBVA and Rafael Lopez Gracia, Head of IT at BBVA Transformation Factory.


TABLE OF CONTENTS

01:11 - Introduction: Sofía Rodriguez-Sahagún, Head of Retail Digital Banking at BBVA
02:10 - The ECOTY-nominated program: Digital factory and transformation of IT organisation
- propagating Agile culture
- designing and testing with customers
- continuous improvement
- good practices for transformation
14:20 - Sofia's leadership style
15:50 - BBVA's values
16:40 - Interdisciplinary teams
17:50 - BBVA's nearest future