The Digital Executive – Episode 1107

Title: Human-Centered Innovation: A Conversation with Wilbur Jenkins, EVP & COO
Date: September 1, 2025
Host: Brian (Coruzant Technologies)
Guest: Wilbur Jenkins, Executive Vice President & Chief Operating Officer, Woodman Life

Episode Overview

This episode features a 10-minute deep dive into human-centered innovation and digital transformation within the life insurance industry, led by Wilbur Jenkins, EVP & COO of Woodman Life. Jenkins shares his priorities stepping into the executive role, insights on enhancing customer experience through technology, and how inclusivity across generations shapes digital initiatives. The conversation is practical, forward-looking, and rich in leadership wisdom.

Key Discussion Points

1. Stepping into Executive Leadership (00:57–02:55)

• Wilbur Jenkins' Initial Priorities:

  • Focused on listening, asking questions, and building relationships across the organization in the first months.
  • Prioritized strategic execution, operational efficiency, and leadership development.

  “I spent a lot of time in those first months listening, asking questions and building relationships across the organization. That foundation helped me to learn and identify opportunities to drive value.”
  — Wilbur Jenkins [01:35]

• Evolving Executive Focus:

  • Digital Transformation: Accelerating adoption of technology to improve customer experience and operational agility.
  • Sustainable Growth: Supporting organizational growth while maintaining process improvement.
  • Talent Development: Emphasis on employee engagement for a resilient, future-ready workforce.

  “My focus includes digital transformation… sustainable growth… and talent development.”
  — Wilbur Jenkins [02:30]

2. Digital Transformation & Customer Experience (03:42–04:46)

• Changing Role of Digital Technology:

  • Customers expect simplicity, speed, and transparency.
  • Investments in user-friendly platforms to offer seamless, intuitive digital experiences.

  “Digital transformation has fundamentally reshaped how companies engage with customers. Today’s customers expect simplicity, speed and transparency.”
  — Wilbur Jenkins [03:43]

• Customer-Centered Approach:

  • Meeting customers where they are, delivering value in alignment with their preferred engagement style.

  “Ultimately, when I think about digital transformation, what it’s going to do, it’s going to help us meet customers where they are and deliver values in ways that aligns with their expectations.”
  — Wilbur Jenkins [04:30]

3. Generational Inclusivity in Digital Transformation (05:28–06:19)

• Debunking Myths about Boomers & Technology:

  • Boomers are adopting digital tools, especially when intuitive and useful.
  • Importance of choice: Digital transformation should enhance—not replace—human interaction.

  “It’s a common misconception and can be a missed opportunity... Digital transformation isn’t about replacing human interaction. It’s about enhancing it and making it more accessible across generations.”
  — Wilbur Jenkins [05:29]

• Designing for Flexibility:

  • Experiences should cater to individual preferences, not just age segments.

  “Ultimately, it’s really not about age. It’s about designing experiences that meet people where they are with the flexibility to engage the way they prefer.”
  — Wilbur Jenkins [06:11]

4. Technologies Shaping Insurance (06:58–07:47)

• Key Tech Innovations:

  • Electronic applications and digital underwriting tools.
  • AI-driven chatbots, mobile apps, and self-service portals for better customer convenience.

• Why It Matters:

  • Customer expectations have shifted: Speed, transparency, and control are now baseline.
  • Companies risk irrelevance if they fail to meet digital standards.

  “Consumers want speed, they want transparency and control. If a company cannot meet those expectations, you risk becoming less relevant.”
  — Wilbur Jenkins [07:15]

• Continuous Experience Focus:

  • Delivering consistent value throughout the customer journey, on any platform.

  “We’re focused on creating an experience that delivers value for the customer throughout their journey with us.”
  — Wilbur Jenkins [07:33]

Notable Quotes & Memorable Moments

• On Leadership:
  “I spent a lot of time in those first months listening, asking questions and building relationships across the organization.” [01:35]

• On Serving All Generations:
  “Digital transformation isn’t about replacing human interaction. It’s about enhancing it.” [05:29]

• On Relevance:
  “If a company cannot meet those expectations, you risk becoming less relevant.” [07:15]

Timestamps for Key Segments

• Wilbur’s Executive Priorities & Early Steps: 00:57–02:55
• Digital Transformation & Customer Experience: 03:42–04:46
• Inclusivity Across Generations: 05:28–06:19
• Technology Investment & Customer Demands: 06:58–07:47

Tone & Takeaways

Wilbur Jenkins offers a candid, practical view on leadership and innovation, highlighting the need for empathy, technological agility, and inclusivity. The episode underlines that digital transformation is not merely a trend but a continuous commitment to meeting evolving customer needs across all demographics.

Key Takeaway:
Human-centered innovation isn’t technologically exclusive; it’s about “meeting customers where they are” [04:30], ensuring digital tools are accessible and valuable for everyone, and preserving the human touch in every interaction.