Rethink banking so it doesn't get boring
How do you feel when you go to the bank? Someone in a suit who doesn't really understand you? What if banking could be more fun and less stressful? What if you could talk to someone like you to get the help you need?
This is what not boring banking looks like:
A market leader for boring banking reimagined
Jennifer Windbeck is Managing Vice President of Capital One Cafés and Branches, In-Store Experience, Operations and Network Management at Capital one. In her role, Jennifer leads the growing network of cafes across the US and is responsible for employee and customer experience as well as local brand building activities.
Capital One is committed to supporting the queer community and achieves a perfect score in the Human Rights Campaign’s Corporate Equality Index. The bank has also been recognized as one of the best employers for LGBT equality for the sixteenth year in a row!
In this episode of Queer money®, Jennifer joins us to explain what reimagining banking means for you and your banking experience, and discusses how the company is tapping into new retail trends through cafe experiences. She describes just-in-time money coaching that focuses on personal connection and tailoring to what people from different backgrounds and challenges really need.
Hear Jennifer’s insight into Capital One’s efforts to recruit a diverse group of ambassadors – a special note for LGBTQ people looking for a new career – and learn how this banking partner of ours works with trusted organizations in the the communities he looks after.
Topics covered on how to make banking more boring
What Capital One means by Banking Reimagined
- Rethink how customers interact with money and banking
- Remove the intimidation from the experience
How Capital One is leveraging emerging retail trends
- Focus groups to determine customer needs
- Attention to Cafe Design (Rockwell Group)
Capital One’s just-in-time money coaching
- Provide support over time OR address an urgent need
- Starts with understanding values
Why our financial security continues to decline
- People overwhelmed by decisions
- It’s taboo to talk about money
How Capital One meets societal expectations
- Hire diverse ambassadors who reflect the community
- Collaborate with nonprofit organizations to reach out to the public
What’s next for Capital One in 2020?
- Greater presence in the cafe sector (low-income areas)
- Product and digital experience innovation
The story Capital One would like to share
- Focus on a personal connection
- Adapt to give people what they need
Connect with Jennifer
Resources to keep you informed about banking
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