Date of Conferral







Steven C. Tippins


In recent academic research, the process of financial innovation has been explored with a focus on customer adoption, the process of implementing change, and performance. An underresearched topic within existing financial innovation research is how individuals experience the process of innovation. The research question guiding this study was to explore the lived experiences of bank employees regarding the implementation of innovative financial technology solutions in a highly regulated environment. An interpretive phenomenological approach was utilized within this study to explore the experiences of 18 individuals who participated in the implementation of innovative financial technology solutions while employed at a bank. Systems thinking, organizational innovation, and sensemaking were the foundation of the conceptual framework utilized for this study which was used to analyze the transcribed telephone interviews. The results of the study included the identification of four themes associated with the participants’ lived experience of the implementation of innovation: change management, technology selection, leadership role, and employee engagement. Additional research could be conducted to further explore the role of the individual during change with a focus on nonbank entities. Insights derived from this study may influence bank leaders involved in similar future changes. Improving upon the implementation of changes in the banking industry may have an influence on economic growth and contribute toward positive consumer outcomes.