Yanina Seltzer is a Financial Sector Specialist with the Customer & Provider Solutions Team. She leads the technical work of the Customers at the Center Initiative and works closely with financial service providers to adopt a more customer-centric approach to business. Yanina specializes in customer experience and in human-centered design for financial inclusion. Her work revolves around listening to customers, understanding their needs, wants and behaviors and translating these into products, services or experiences. Since joining CGAP in 2009, Yanina also advanced the Technology and Business Model Innovation Team's policy and business strategy in Brazil and supported branchless banking policy and G20 involvement with the Policy Team. Prior to working at CGAP, she worked for Mobile Metrix in Brazil, the Inter-American Development Bank and Nathan Associates.
Yanina holds a master’s degree in Development Economics and International Business from the Fletcher School of Law and Diplomacy at Tufts University and a bachelor’s degree in Economics, Politics and Latin American Studies from Brandeis University.