Human Centered Design: How a 130 year old company is reinventing client and partner experiences

To deliver innovative financial services, tailored advice, top-tier client service and empowered partner experience, Northern Trust's Digital Services team takes a collaborative, human-centered approach. Technology, product, and design teams are unified by a client-centric model for creating digital experiences that leverage Northern's 130 years of expertise and leading technology. In this talk, meet some of the leaders who use a human-centered design to deliver value to Northern Trust's clients and partners.

Featured Speaker(s)

Margaret Shugrue

As Digital Services' Head of Run and Change Management, Margaret is responsible for the development and execution of Wealth Management's digital transformation change initiative. Her team is chartered with the goal of implementing an effective change readiness strategy to drive digital adoption. In addition, her team has oversight of the Modern Workplace which determines the tools and devices needed to improve partner productivity. Margaret serves on the Digital Services Leadership Group. Margaret joined Northern Trust in 2013 and previously served as Wealth Management's West Region Marketing Director. She began her career working in the U.S. Senate and spent almost 15 years performing various roles for Wells Fargo. She graduated with honors from Creighton University and is currently an MBA candidate at William & Mary. Margaret spends her weekends hiking and snowshoeing in Rocky Mountain National Park. Margaret has also completed several running races including two Boston Marathons. She has three children and also enjoys podcasts, books on politics and history, and cooking.

Carey Palmer

Carey is a Design Director in Northern Trust's Experience Design and Research practice. Anchored in a human-centered design process, she leads a group of researchers and designers dedicated to the continuous improvement of client and partner experiences, both service and digital. Before joining Northern Trust in 2016, Carey worked as an innovation consultant and design researcher for clients in consumer electronics, retail, consumer packaged goods, and higher education. Carey has Bachelor's degree in Industrial and Interaction Design from Syracuse University and is an active member of EPIC, a professional organization and annual conference focused on the practice of ethnography in business contexts. In her free time she enjoys cycling and wheel throwing.

David Hynes

David is a Senior Director in Northern Trust's Wealth Management Technology practice. David is responsible for the technology delivery and execution for a variety of client and employee facing Cloud, SaaS, and on-prem solutions, as well as the execution across the entire Digital Metamorphosis landscape. David's group leverages strong partnerships across business, technology, and Experience Design groups to envision and build innovative, delightful solutions focused on end user experiences that deliver tangible business outcomes. Prior to his leadership roles, David built his career as a software engineer specializing in web technologies and Data Architecture. David attended the University of Notre Dame where he majored in Computer Science and played both football and rugby. In his free time David enjoys spending time with his wife and two boys hiking, camping and fly fishing, and is actively involved in both Cub and Boy Scouts.

Sakshi Bindra

Sakshi is a Vice President and a team member within Northern Trust's Wealth Management Digital Services team. Sakshi currently serves as a Lead Scrum Master(SM), to promote agility and build high performing teams within our Journeys and Missions. Prior to joining WM, she was a Scrum Master within Private Passport for 2 years, coaching her teams in shifting from Waterfall to Agile mindset. Her prior years of experience within NT include serving as developer, project manager and scrum master within C&IS. She enjoys building teams who are motivated, joyful and excel in delivering value for clients and partners. Sakshi is passionate about educating so she devotes her weekends to teaching underprivileged, immigrant or disabled children via remote learning sessions.

Melissa Escobedo

Melissa is a Vice President and a Product Manager. She works with Wealth Management partners to understand their needs then collaborates with designers, architects, developers and other members of the scrum team to design and deliver solutions that enable better client servicing, create process efficiencies, and improve the overall experience. She has over 15 years of experience in Wealth Management sales where she provided business analysis and support to sales partners and leadership. She's married with three children and loves to spend as much time as she can with her family travelling and supporting her children in their various sports and activities.