Yanina Seltzer

Yanina Seltzer is a former Financial Sector Specialist with CGAP's Customer & Provider Solutions Team. At CGAP, she led the technical work of the Customers at the Center Initiative and worked closely with financial service providers to adopt a more customer-centric approach to business.  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.

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. 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.

By Yanina Seltzer


Super Platforms in Africa: Not if, but When

Super platforms like Ant Financial are likely to expand into Africa and impact financial services providers, regulators and customers.

So…What Does HCD Mean for Financial Inclusion?

Human-centered design can help managers understand their customers creatively, iteratively and effectively.

Top 5 Customer Insights from CGAP’s work in Human-Centered Design

CGAP has tried using human-centered design (HCD) to learn from and design better products and services for customers.

What Human-Centered Design Means for Financial Inclusion

CGAP has conducted eight human-centered design projects in seven countries. The lessons from these projects highlight both the challenges ahead and a possible way forward when it comes to integrating mobile money into the lives of the poor.

Redefining Failure: Why Getting it Wrong is Part of the Equation

In the first of a blog series on innovation in branchless banking, we take a look at why failure might actually be something to strive for.