UnionBank's Ana Delgado shares the secret to delivering superb customer experience

Learning, unlearning and relearning at a time of disruption is key.

Ana Delgado holds the position of senior vice president, centre head of consumer finance and chief customer experience officer at Union Bank of the Philippines. She started her career with UnionBank as a product manager under the retail banking centre. She graduated with a Bachelor of Arts in Art History/Painting from Boston College and obtained her Master’s Degree in Business Administration from New York University Stern School of Business in 2010.

Asian Banking & Finance sat down with Ana to learn more about the philosophy behind her life and career.

What were the previous experiences and positions you've held that contributed to who you are as a banker/expert today?

All of my experiences have shaped me into the person I am today but perhaps most significant is something not many people know - I was an Art History and Studio Arts major in college. This background has contributed significantly to my career as it shaped my ability to think creatively and drive change in an industry that is undergoing disruption. During a time of transformation and disruption, openness to change and the ability to learn, unlearn, and relearn is the most valuable trait anyone can have.

What are your key business philosophies?

In business and in life these are my top 3:

• People must be at the centre of everything you do. It is an age-old business principle but I think the impact of not putting employees and customers at the centre is far graver today than ever before.
• Be honest about who you are and who you are not. Having flaws is integral to the human experience - and this is true of brands also.
• Stay humble. For as long as you are alive - there is still something you have not done and a lot more that can be achieved.

Can you give us a glimpse of what you will share at the ABF Retail Banking Forum?

At the forum, I hope to share about the importance of delivering great customer experience in banking and a few things I've learned along the way about how to do it.

The 2019 Retail Banking Forum - Roadshow Series will take place on 2, 8, 14 and 16 May in Manila, Jakarta, Kuala Lumpur and Bangkok. To learn more about the event, click here. To register, click here. For inquiries, you may contact Andrea at [email protected] or at +65 3158 1386 ext 212.