Leveraging Enterprise Data and AI for Customer-Centric Solutions with Jeff Donaldson, Mutual of America Financial Group

Life Accelerated

Jeff Donaldson, SEVP and Chief Digital Officer of Mutual of America Financial Group, is responsible for leading the company's digital strategy and initiatives, he played a crucial role in driving technological innovation and enhancing customer experiences within the organization. He shares the strategic decisions and initiatives undertaken by the company to embrace digital transformation and meet the evolving needs of their customers.

On this episode of Life Accelerated, Jeff Donaldson shares the company's journey towards digital transformation. He highlights the importance of addressing core business areas such as customer relationship management, core record-keeping systems, enterprise data utilization, and artificial intelligence. Jeff explains how the company adopted the Route 66 strategy, consisting of six IT strategies and six guiding principles, to drive their transformation while emphasizing the need to educate senior leadership, build digital capabilities, and transform culture to support long-term growth and improve customer experience. Through insights and experiences gained from working with various companies, Jeff brings valuable perspectives on the intersection of technology and personalized service in the financial services industry.

Key Takeaways

• Digital transformation involves more than just implementing new technology; it requires a focus on culture, people, organization, and products.

• Through the Route 66 strategy, Mutual of America was able to tackle over 40 different initiatives and make significant changes to their operations.

• The success of digital transformation relies on getting support from the board and executive leadership.

Timestamps

[00:00 - 02:54] Introduction to Jeff Donaldson and Mutual of America Financial Group.

[02:54 - 04:41] Why Mutual of America Financial Group is undertaking digital transformation.

[04:41 - 10:31] The technologies that Mutual of America Financial Group adapted during their digital transformation.

[10:31 - 13:03] Why Jeff Donaldson was the right fit for leading digital transformation for Mutual of America Financial Group.

[13:03 - 14:17] Why digital transformation and collaboration needs to happen in all areas of the business.

[14:17 - 16:41] The challenges of digital transformation that Mutual of America Financial Group experienced.

[16:41 - 20:26] The Route 66 plan and the guiding principles around that.

[20:26 - 23:07] Mutual of America Financial Group’s 6 principles and why they were important to their strategies.

[23:07 - 25:21] How today’s IT delivery compares to the past.

[25:21 - 26:16] What kind of a company Mutual of America Financial Group is today as a result of its digital transformation work.

[26:16 - 27:03] Closing.

Resources

Connect with Jeff on LinkedIn https://www.linkedin.com/in/jeffreydonaldson/

Learn more about Mutual of America https://www.mutualofamerica.com/