While many financial institutions are still figuring out their digital strategy, Meghan Gound is running digital at a scale most will never see. In this episode of Main Street AI, Ankur Patel chats with Meghan Gound, SVP of Digital at Navy Federal — the world's largest credit union with over 15 million members across the military community, veterans, and families. Meghan owns digital strategy across online banking, mobile, chat, and the omni-channel experience that ties it all together. Navy Federal has 10M+ members logging into digital every month — 27 times a month on average — from every corner of the globe. Meghan's team is blurring the lines between self-service and human-assisted channels, extending the same digital interface to team members in a 24/7 contact center, rolling out features like Trusted User for deployed military, and thinking hard about what conversational AI looks like when "human in the loop" isn't a buzzword but a design principle.

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Guest: Meghan Gound, SVP of Digital, Navy Federal Credit Union
Host: Ankur Patel, CEO & Founder, Multimodal

0:00 Introduction: Meet Meghan Gound
0:40 Leading digital at the world's largest credit union
1:20 What "digital" actually means at Navy Federal
2:18 Why 380+ branches still matter
3:30 The scale challenge: 10M members, 27 logins a month
5:20 How AI is reshaping the digital roadmap
7:50 The context problem across channels
10:00 Keeping AI authentic: human in the loop
12:30 How the roadmap actually gets built
14:30 The Trusted User story
16:13 Balancing digital with human connection
20:45 Where new ideas come from
22:00 How Navy Federal tests and pilots
25:00 How being member-owned shapes decisions
28:30 What the rest of the industry can learn
30:40 What keeps Meghan up at night
31:50 The 5-year vision: transactional to conversational
32:17 Closing thoughts