Janis Avila

Managing Director, Client Experience Manager
MUFG Union Bank

Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy. She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objectives.
Utilizing customer and employee feedback to shape programs, Ms. Avila collaborates across the Consumer Lending Division to help ensure efforts are focused on delivering exceptional experiences for the bank’s mortgage customers. She oversees the team’s customer experience cross functional advisory group comprised of senior level leaders committed to reviewing and participating in decisions impacting customers.
Ms. Avila joined the company in 2008 as an employee relations area manager where she served for six years until being named to her current position. Previously, she served in corporate Human Resources positions with Univision, MGM Studios, Ericsson Wireless, and A&M Healthcare. In these roles, Ms. Avila developed and implemented initiatives for talent management and employee engagement, leadership development, and employee relations.
Active in the community, Ms. Avila serves on the YMCA Peninsula Board and volunteers with Communities In Schools and Junior Achievement. She holds a bachelor’s degree from San Diego State University in International Business.

Check out the incredible speaker line-up to see who will be joining Janis.

Download The Latest Agenda

Customer Experience Culture & Engagement

Friday, May 6th, 2016

15:55 CX Leaders Champagne Roundtables

At CXFS, you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other institutions are overcoming them. After 30 minutes, you’ll rotate tables and tackle a new topic with a new expert host. Suggested topics:

Table 1: Creating A Sustainable Customer-Centric Culture For True Market Differentiation
Darryl Michael Speach, Chief Customer Officer, Graystone & Co.

Table 2: Living Services And Loyal Customers
Abram Sirignano, Group Director, Fjord Design, An Innovation From Accenture Interactive

Table 3: Making It Easy For Your Employees To Be Brand Advocates
Janis Avila, Managing Director, Client Experience, Union Bank

Table 4: What’s Preventing You From Getting The Most From Your VoC Program?
Matt Inman, Senior Strategic Consulting Director, Maritz CX

Table 5: Complaint Management To Drive CX Improvement
Natalie Higgins, VP, Consumer Finance, Customer Experience, Citizens Bank

Table 6: Breaking Through The Red Tape: How To Encourage Continuous Innovation In A Heavily Regulated Environment
Geriel Thornburg May, Director, Customer Experience, Genworth Financial

Table 7: Fostering Brand Advocates—Turning Your Best Customers Into Your Best Marketers
Maritza DiSciullo, SVP, Markeing, Northwest Federal Credit Union

Table 8: Ensuring Consistent And Successful Experiences When You Don’t Own All Aspects Of The Customer Journey
Ben Hoffman, AVP, User Experience and Customer Experience, The Hanover Insurance Group

Table 9: Aggregating, Analyzing And Acting On Voc Data Across The Enterprise
Pam Hess, Manager, Field and Client Experience, COUNTRY Financial