#29 – Leading Transformation in Regulated Industries with Jig Patel

What happens when a scientist-turned-technologist builds global teams, transforms regulated industries, and quietly reshapes how we think about innovation? In this episode of Software Without Borders, Andy Hilliard and Olivier Poulard sit down with Jig Patel, a seasoned technology and business operations executive, to explore how curiosity, connection, and clear communication drive transformation at scale. From deploying AI-enabled drones to building enterprise-wide digital cultures, Jig shares his playbook for leading with purpose in industries where tradition often outweighs change.

Guest Details:  
Jig Patel is a global technology and business operations executive with over 25 years of experience leading digital transformation across Fortune 500 companies. Known for bridging the gap between technical complexity and strategic clarity, Jig has spearheaded multibillion-dollar modernization efforts in highly regulated industries—including financial services, utilities, and healthcare. His leadership has delivered measurable outcomes like a 7-point NPS lift, $50M+ in recurring revenue, and AI adoption at enterprise scale. A former scientist turned transformation architect, Jig brings a unique mix of curiosity, operational rigor, and servant leadership to every challenge. Whether he’s launching an HSA bank or integrating global teams post-merger, Jig’s approach centers on cross-functional alignment, empowered teams, and driving customer value—faster.

Key Takeaways:  
Curiosity is a Core Leadership Trait
 Jig emphasizes that asking “why” is foundational to innovation—whether in a chemistry lab or leading a global enterprise.
Business Technologists Bridge the Gap
 Unlike traditional tech leaders, Jig came from the business side and built his career by translating customer needs into technology solutions—an increasingly vital skill in modern organizations.
AI Is a Tool for Enablement, Not Replacement
 Jig’s experience deploying “Mo,” an AI at Morningstar, shows how AI can enhance—not replace—human capabilities, especially when developed ethically and intentionally.
Empowerment Starts with Communication
 High-performing global teams require deliberate, active communication and leadership that adapts to cultural and geopolitical nuances.
Innovation Isn’t Always Tech-Driven
 Small process improvements, like reducing a 50-step process to 10, count as innovation and can be just as transformative as deploying new software.
Highly Regulated Industries Still Need Change
 Working in finance, utilities, and other regulated sectors has taught Jig that constraints don’t mean resistance—they mean leaders must work creatively within the rules.
Optionality Is the Real Superpower
 Leaders must offer more than a plan—they must offer multiple pre-thought-out paths in case priorities or conditions shift mid-execution.
Stakeholder Influence Is Earned Through Understanding
 Building support from the board and ELT requires doing the homework, speaking their language, and giving them clear, actionable options.

Chapter Markers:  
00:00 – Behind-the-scenes banter and setup
03:53 – Guest intro: Jig Patel’s journey from science to tech leadership
06:30 – The immigrant experience and early influences
08:45 – Learning to listen: Sales, support, and the path into technology
12:00 – Building tech through a business-first lens
14:00 – Dual COO/CIO roles and why they’re on the rise
18:00 – Culture of curiosity in regulated industries
20:30 – Innovation in utilities vs. financial services
27:00 – Morningstar’s AI initiative: The story of “Mo”
31:00 – Ethical AI, planning before building, and phased deployment
36:00 – Communication and cultural alignment across global teams
43:00 – Leadership vs. management: Empowering vs. controlling
46:00 – Working with regulatory bodies without stifling innovation
51:00 – AI-enabled drones: A case study in public safety and efficiency
57:00 – Stakeholder influence and communication strategy
01:02:00 – Innovation through simplification and operational evolution
01:07:00 – Final thoughts and closing remarks

Keywords:  
Jig Patel, business technologist, technology leadership, regulated industries, digital transformation, software modernization, AI in financial services, Morningstar Mo, leadership in tech, enterprise transformation, innovation strategy, stakeholder alignment, cross-functional teams, global engineering, curiosity in leadership, AI-enabled drones, utilities innovation, agile communication, software development podcast, Software Without Borders, Accelerance, Andy Hilliard, Olivier Poulard, CIO strategy, CTO innovation, ethical AI, technology in regulated sectors