Harriet Wakelam is currently serving as Executive Director and Head of Group Design at DBS Bank. An award-winning design leader, she has a proven track record of delivering impactful customer propositions and operational frameworks that drive growth and enhance both customer experience and outcomes in financial services and insurance.

She specializes in empowering high-performing teams to navigate ambiguity and deliver results in fast-paced, dynamic environments. Her work blends creativity, strategic thinking, data literacy, and a relentless focus on customer-centricity to drive operational excellence and meaningful experiences.

With expertise in customer value propositions, journey management, and scenario-based foresight, Harriet views conversational AI as a powerful tool to truly hear customers. By unlocking their stories, experiences, and contexts in new ways, she believes we can create tailored, human-centered experiences—provided this capability is integrated authentically and meaningfully.

Partnership is central to her practice. Harriet excels at connecting the right team, partner, and problem to drive change, deliver impact, and shape the future of design and innovation.