#528: The role of design in shaping the customer experience with Kaaren Hanson, Chief Design Officer at Chase

We are living in an era where customer experience is paramount, and the role of design in shaping that experience cannot be overstated. Joining us today to explore this concept as well as how an organization operationalizes a seamless end-to-end customer experience, is Kaaren Hanson, Chief Design Officer at Chase.

About Kaaren Hanson

Kaaren Hanson is the Chief Design Officer for Consumer and Community Banking at JPMorgan Chase. She is an award-winning design leader with over two decades of industry experience and previously held executive roles at Facebook, Medallia, Intuit, and Wells Fargo. Kaaren is dedicated to delivering world-class experiences that drive business results and is obsessed with emotion and how to change company cultures to be more customer-centric.

Kaaren is a graduate of Stanford University and occasionally speaks at her alma mater and the California College of the Arts. She is a Board Advisor and Founding Member at the Design Executive Council, and a former KPCB Design Fellow. Her team’s successes have been highlighted in Harvard Business Review, Bloomberg Business Week, LA Times, and Inc Magazine.

She currently resides in the San Francisco Bay Area and makes a point of eating dark chocolate every day.


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