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

Summary: 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