XM Knowledge Base
Coffee with Qualtrics // Live Discussion
Transforming operations and business culture to improve customer experience
with LendingClub
March 28, 2024 / 9:00 AM PT / 12:00 PM ET
With American consumer debt reaching staggering heights, discover the strategies LendingClub employs to address this challenge through a unique ethos of care, consisting of three fundamental principles: build a relationship, make it easy and think ahead.
Featuring
Victor Ingalls
Senior Vice President of Operations
LendingClub
Victor Ingalls is the Senior Vice President of Operations, and head of the Lehi office at LendingClub. Headquartered in San Francisco, LendingClub was founded to transform the banking system to make credit more affordable and investing more rewarding. Victor joined the company in early 2017 as a strategic executive to transform LendingClub’s operations culture and business processes to better support growth and improved customer experience. By implementing improved metrics, data analysis, strategic partnerships, and a strong servicing ethos known as Lending Care, Victor improved the value of operations to the company as a whole and LendingClub members overall. He also facilitated the opening of a new office, in Lehi, Utah in early 2019, with now more than 500 employees. LendingClub is recognized for the last five years as one of the top places to work in Utah for mid-sized companies by the Salt Lake Tribune.
Justin Ninness
XM Strategist, North America Financial Services
Qualtrics
Justin is responsible for XM Strategy for North American Financial Services at Qualtrics, where his expertise in customer experience (CX), insights, and digital strategy integrates with his analytics-driven approach to propel organizations forward. Justin specializes in crafting solutions that directly impact business outcomes, while driving customer and employee experiences to new heights. His background in analytics and revenue growth management, complemented by senior strategic positions at renowned organizations like Johnson & Johnson and PepsiCo, enhance his leverage in fostering transformative change. His dedication to enhancing the customer journey defines his approach to business - one where experience management becomes the cornerstone of growth and success.