Leaders breaking the mold: A conversation with Jessica Hartley

This week on Catalyst, Tammy is joined by Jessica Hartley, the Head of Design and Customer Experience for CCB Finance, Tech and Data Analytics at JPMorganChase. Jessica’s career has spanned the startup, agency and consulting worlds, and she’s worked with brands like Kraft, Disney and Pepsi. Tammy and Jessica share their insights on authentic leadership, psychological safety and democratizing user experience.

Highlights from the episode include:

• Psychological safety helps create breakthroughs. Jessica and Tammy explore how they balance authenticity and professionalism as leaders, discussing everything from their wardrobe choices to what they share with colleagues. Tammy adds that psychological safety drives innovation because people feel comfortable challenging the status quo.
• AI for customer experience starts with AI for daily tasks. As the conversation turns to AI, Tammy and Jessica recount similar experiences using GenAI for personal tasks like project plans, calendar invites and Airbnb listings. They agree that the first step to realizing AI’s value in business is to play with AI tools and experience their magic firsthand.
• Every user deserves a seamless experience. Jessica talks about the importance of making digital experiences the same for all users, from important clients to everyday workers. She points out the difference between how banks often treat poor and rich customers as an example. She says that both groups deserve a smooth, easy and helpful experience.

Check out the full episode to learn more about vulnerability, fixing human problems and Tammy’s dinosaur sweater.

Please note that the views expressed in this episode may not necessarily be those of NTT DATA.‍

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