How do you turn regulatory constraints into a launchpad for innovation? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Questrade Financial Group Journey Leader Praneil Ladwa shares insights on customer-centric product leadership and Innovation in financial services. Discover how Questrade has reimagined its approach to innovation, customer experience, and organizational culture, offering a blueprint for product leaders navigating complex, regulated environments.
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Show Notes:
- Shift from marketing-led to customer-centric product development
- Embed customer service and sales teams directly into product squads
- Allocate dedicated innovation time in team capacity planning
- Use AI and low-code tools to accelerate product development
- Build collaborative relationships with regulatory bodies
- Prioritize data-driven decision making in product strategy
- Create cross-functional teams for holistic product insights
- Implement daily customer feedback analysis
- Balance customer requests with clear business objectives
- Develop hyper-personalization strategies using data and AI
- Make innovation a core performance metric for teams
- Ensure transparency of customer insights across the organization
- Prototype and validate ideas quickly using new technologies
- Focus on outcome-driven product development approaches
- Integrate compliance and legal perspectives early in product design
- Leverage enterprise AI tools for enhanced productivity
- Continuously educate teams on customer-centric methodologies
- Maintain a flexible approach to technological innovation
- Prioritize trust, privacy, and security in product development
- Create a culture of continuous learning and improvement
About the speaker
Praneil Ladwa is a seasoned executive with over 25 years of progressive leadership in fintech. Most recently, as Chief Product Officer at Questrade Financial Group, Praneil plays a pivotal role in transforming the Canadian investing landscape by developing innovative, customer-centric products and services, leading cross-functional teams to design and launch cutting-edge solutions that democratize access to financial markets, delivering exceptional value to millions of Canadian customers. A dynamic leader with a deep understanding of product, technology and finance, Praneil\'s expertise spans the full lifecycle of product strategy, from ideation to execution, with a proven track record of driving growth and operational excellence. With an MBA Honours and a B.Com Honours in Technology Management and Finance, Praneil brings a wealth of knowledge and a visionary approach to advisory board leadership.