Robin Beers
Customer Insights and Experience Design Lead, Wells Fargo

Robin Beers Ph.D. is a senior vice president with Digital Solutions for Business and leads Customer Insights and Experience Design (CIXD) for Wells Fargo.

CIXD’s vision is to empower Wells Fargo to adeptly navigate complexity through user-centered experience strategy and agile execution to make it easy for the customer to do business with the bank. Her team creates the user experience for digital platforms including Commercial Electronic Office® (CEO) portal, CEO Mobile®, and Wells Fargo Gateway’s Application Program Interfaces (APIs) developers portal. These channels and capabilities support customers’ and business partners’ sophisticated real-time needs in the digital economy.

A 16-year company veteran, Dr. Beers is responsible for bringing diverse customer listening practices, design capabilities, and experience strategy expertise together to drive user experiences that increase business value. She holds a doctorate in organizational psychology and views customer-centered practices as catalysts for keeping corporations in step with the market.

Prior to joining Wells Fargo, she was an experience modeler with
Sapient and consulted independently as Business is Human to help companies align product strategy and design with end-user expectations. Her doctoral dissertation research explored the topic of knowledge brokering across functional area boundaries on complex, multidisciplinary teams. These findings have informed team-building programs at Wells Fargo and IDEO, the innovation consultancy.

In addition to her doctorate, she holds a master’s in African American Studies from UCLA and a bachelor’s in English literature from University of Vermont. She is a frequent presenter at customer experience, customer insight, and service–design conferences.

Sessions by Speaker
Closing Plenary
Friday, March 12, 2021 | 3:05pm - 3:45pm PST