Agility in Banking (Feat. McKenzie Paulsen)

For McKenzie Paulsen, Salesforce Product Owner at GreenState Credit Union, planning is all about being ready to adapt at a moment’s notice. “We are agile development, so things change, and we pivot very quickly. So planning is out the window.” This week, Paulsen joins Elliot and JP to talk about her duties of product scoping, scheduling, assessing risk and impact, and creating alignment for a $10 billion asset-holding financial institution.

Episode 33 Highlights

3:58
The importance of inaction: learning to say ‘no’ to stakeholders when an idea isn’t going to generate value or money

7:31
The relationship between marketing and internal CRM usage, and how alignment between those two factors creates a seamless experience for customers

15:35
Tearing down the silos: How Salesforce enabled stakeholders from different departments at GreenState Credit Union to get a 360 degree view of customer touch points and experiences, leading to an incredible 41% conversion rate — higher than the industry average

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Hosts and Guests

JP Owens
Managing Director, Banking and Lending, Silverline
JP Owens partners with banks and credit unions to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. JP formerly served as the Director of Digital Product Experience at First Financial Bank, where he led multiple functional teams within the Digital organization and was responsible for vision, delivery, and execution across Digital channels.
Elliott Spence
Principal Consultant, Silverline
Elliott Spence has eight years of experience designing and implementing Salesforce Solutions. Prior to Silverline, Elliott was a Senior Digital Product manager with First Financial Bank, where he grew the Salesforce practice to over 1,600 users and led the Salesforce implementations to Marketing, Customer Service, Retail Bank, and Mortgage.
McKenzie Paulsen
Salesforce Director, GreenState Credit Union
McKenzie Paulsen has been with GreenState for over seven years and is responsible for overseeing the design, strategy, development, implementation, training, and optimization of Salesforce. Her focuses include ensuring that the Salesforce implementations and usage align with GreenState’s vision, meet business needs, and drive growth.