How AI Is Reshaping Customer Journeys in Financial Service

Speed without craft creates undifferentiated products. The real cost of AI acceleration in financial services is the slow erosion of what makes experiences worth building.Julia Challicom leads Customer Strategy and Design for financial services at Deloitte Digital UK, helping tier-one banks and insurers transform the way customer insight shapes business decisions. In this conversation, she and Jochem dig into the tension between top-down pressure to go faster and the ground-level reality of data fragmentation, misaligned teams, and journey ownership that no one has truly solved - and why blindly replacing craft with AI tooling is a bet that will cost organisations more than they expect.About JuliaJulia Challicom is Customer Strategy and Design Lead for Financial Services at Deloitte Digital UK. She works with large-scale tier-one banks, insurers, and wealth management firms to transform customer experience and design customer-led services, with a particular focus on journey management, AI integration, and translating customer insights into business outcomes. She is a vocal champion of responsible and inclusive design, and is deeply concerned about the erosion of craft skills as organisations rush to automate. Her perspective is shaped by years working inside some of the UK's most complex financial institutions, giving her a practitioner's view of how transformation actually unfolds - and where it quietly stalls.KEY TAKEAWAYSOrganisations racing to go faster with AI are building the wrong things faster - alignment to customer journeys is the missing fix.Data access, data quality, and data architecture are all broken at once; no client is immune.Journey ownership fails when it's given to someone too junior, or a senior person with no freed-up capacity.Replacing craft with AI tools doesn't improve output quality - it just removes the people who caught the problems.Tokenomics is the next CFO conversation: agentic systems cost far more than the teams they were supposed to replace.CHAPTERS00:00 Introduction 01:47 Where the pressure to go faster actually breaks in enterprise CX 03:39 Why faster development without journey alignment produces more of the wrong things 04:34 The data problem: access, quality, architecture - and the cottage industries they create 08:11 Top-down strategy vs. ground-level AI sprawl: how to get a meaningful start 11:49 Why journey-centric working matters more than ever in financial services 18:22 The movement toward journey centricity: Lloyds, fintechs, and the ripple effect 20:41 Leading indicators of transformation: what to measure before satisfaction scores move 22:21 PI planning and the disconnect between discovery work and what actually gets prioritised 27:08 Journey ownership models: what works, what fails, and where it's still maturing 33:42 Journeys as a data model: the AI opportunity hiding in connected customer context 35:47 How the consultant's role is changing - and the slow erosion of craft that worries Julia most 43:00 KYC, agents, and the real ROI calculation of automating regulated journeys 48:02 Conversational journeys, AI search, and why the fundamental questions haven't changed 57:45 Tokens vs. time: how CFOs are starting to scrutinise the true cost of AI initiatives 01:04:30 Where to find Julia and the Deloitte–TheyDo allianceLINKEDIN PROFILESGuest: Julia Challicom - https://www.linkedin.com/in/julia-challicom/Host: Jochem van der Veer - https://www.linkedin.com/in/jochemvanderveer/THEYDOLearn more about Journey Management with TheyDo: https://www.theydo.comSubscribe to The Experience Edge for weekly conversations on customer experience, journey management, and the future of enterprise CX. Share this episode with someone who's thinking about how their organisation connects customer insight to real decisions.#TheExperienceEdge #Challicom #FinancialServices #AITransformation #DesignCraft #CustomerExperience #JourneyManagement #CX #TheyDo #podcast