Fortune 500 | episode 527

Synchrony Financial Chief Information Officer Carol Juel

Carol Juel is the Chief Information Officer of Synchrony Financial, a $19 billion financial services company that was spun out of GE Capital in 2014. The firm offers a wide range of specialized financial products, innovative customer solutions, and digital capabilities across a broad spectrum of partners. As CIO, Carol leads Synchrony’s overall information technology strategy, digital transformation, and payments innovation. Prior to her current role, Carol was the CIO of GE Capital Retail Finance. February 01, 2021

527: Synchrony Financial Chief Information Officer Carol Juel discusses 

  • Two strategic decisions IT made to rebuild its technology at the outset of Synchrony 
  • Carol’s talent strategy, including why she looked for individuals who wanted to stay beyond the Synchrony’s IPO and were willing to learn
  • How health and safety has become a requirement of digital transformations
  • The company’s three pronged AI approach around machine learning, intelligent virtual assistants, and RPA
  • How the company uses machine learning models to better understand and detect fraud sooner
  • The COVID-19 pandemic, including three steps the company took that helped it move quickly once the pandemic struck
  • The massive technology transformation the company undertook to get its associates home in March
  • Steps Carol and the company have taken to support its employees throughout the pandemic, including launching a virtual summer camp and an after school program to help Synchrony parents and kids
"Technology for technology sake is not going to solve anybody's problems, but when you connect it with the expertise of how the business process works, the history of the technology decisions, and you marry them together, that is where the magic happens."

The World Class IT principles in yellow were the focus of this interview

  • 01 1- People
  • 02 2- Infrastructure
  • 03 3- Project and Portfolio Management
  • 04 4- IT & Business Partnership
  • 05 5- External Partnerships

From strategy to implementation

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