When you’re No. 1 in the state and No. 2 in the country, expectations are high. State Employees Credit Union’s Rammesh Rajagopal knows that all too well. In this presentation, Rammesh, SECU’s Head of Application Development and Support, will describe how the 2.7-million-member credit union took an incremental approach to meeting the high expectations of multiple member personas. He’ll share battle stories of confronting the technical challenge of updating their older systems, the unique needs of multi-generational talent and the competitive threat of embedded banking disruptors. Rather than give into the overwhelm of a complete people, process and technology overhaul, the credit union found “one bite at a time” strategies for transforming the experiences of diverse personas and maintaining the trust of members along the way.